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1. Potential duplicate alert on contact record

A potential duplicate is identified when at least one phone number and/or email address is detected on more than one contact record

On contact record:

  • On the middle panel, an exclamation mark is displayed beside Status

    Duplicate alert on contact.png

  • Hovering over the exclamation mark displays more information

    Duplicate alert tooltip on contact.png

2. View details of potential duplicate(s)

The Merges/Duplicates button displays the number of potential duplicates the contact currently has, click the button to display more details

On contact record:

  • Click Merges/Duplicates

    Merges-duplicates button.pngImage RemovedIgnore duplicates - merges-duplicates button.pngImage Added

  • The Merges & Duplicates screen shows details of all active duplicates for the contact

    Merge-duplicates screen.pngImage RemovedIgnore duplicates - merges-duplicates screen - merge tab.pngImage Added

  • A list of the duplicates is shown showing basic contact details

  • Double-click an entry to view the associated contact record

  • If the contact has the potential duplicate alert set to ignore, the Ignore column will show as Yes and the associated Ignore Reason is displayed to the right
    For more information on ignoring a duplicate, see step 3

  • To the left of the contact:

    • where a tick box is shown (as shown above), it is possible to merge the contact
      The ability to merge contact records is dependent on configuration, see section below titled:
      Merge duplicate contacts (where configured)

    • where a grey cross is shown, the contact is invalid for merging and the Invalid Reason is displayed to the right of the grid (shown below)

Contact cannot be merged - invalid reason shown.png
Info

A list of reasons why a contact could be classed as invalid for merging can be found in this section: Instances where a contact cannot be merged

3. Mark duplicate a legitimate duplicate / ignore duplicate contact

When a contact has , or multiple contacts, have been flagged as a potential duplicate(s), an option to ignore the duplicate(s) may be available - choosing to ignore a duplicate contact(s) prevents the contact record from being flagged as a duplicate

Ignoring duplicate contact(s) can be done individually or in bulk - both methods are covered below

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The ability to ignore a duplicate contact is available when a user is enabled to merge duplicate contacts - see section titled: Merge duplicate contacts (where configured)

Ignore duplicate contacts in bulk

When more than one duplicate has been flagged that you wish to mark as ‘ignored’, it is recommended to carry out this process in bulk

Info

Ignoring potential duplicates in bulk is available from version 12.198

From the Merges/Duplicates screen:

  • Click Ignore Duplicates tab
    The current contact is indicated by an asterisk (*) and is automatically ticked

    Ignore duplicates - merges-duplicates screen - ignore tab.pngImage Added

  • Ensure all contacts that you wish to ignore are selected (on left) and click Ignore button (top right)

    Ignore duplicates - contacts selected.pngImage Added

  • Enter the reason for ignoring the duplicated contacts, click Accept

    Contact - ignore reason.pngImage Added

  • The ignored duplicates are now marked as ignored with the Ignore Reason also displayed

    Ignore duplicates - contacts ignored.pngImage Added

Ignore duplicate contacts individually

Info

Where there is only one potential duplicate flagged, you may wish to ignore them using the method outlined in this section - however, each potential duplicate needs to be ignored on an individual basis, so the process outlined below will need to be repeated on any other potential duplicate(s) - therefore, ignoring in bulk (as outlined above) may be preferable

Ignoring potential duplicates in bulk is available from version 12.198

On contact record:

  • Right-click exclamation mark and select Ignore duplicate contact

    Duplicate - ignore option.png

  • Enter the reason to ignore the duplicate contact and click Accept

    Duplicate - ignore reason.png

  • The exclamation mark is displayed grey - hovering over it displays the duplicate reason

    Duplicate - ignore - grey icon and reason tooltip.png

  • This information is logged in the contact Activity Feed and also the contact Journal, Miscellaneous section

    Duplicate - ignore info in Activity Feed.png
Note

Each potential duplicate needs to be ignored on an individual basis - ignoring a duplicate contact (as outlined above) will only ignore this contact as a potential duplicate
In this example, Mr Burt’s contact record will continue to have an active potential duplicate flag until it is also marked as ignored

Tip

From version 12.195, after ignoring the duplicate contact whose record you are in (as shown above), you can ignore any other duplicates in bulk, as outlined here: Ignore duplicate contacts in bulk

4. Remove ignored duplicate

When a potential duplicate has been set to ignore (as outlined in section 3), this can be removed

On contact record:

  • Right-click exclamation mark and select Re-evaluate duplicate(s)

    Duplicate - ignore - revert option.png

  • Click Yes

    Duplicate - ignore - revert prompt.png

  • The duplicate alert is displayed (as before), plus the Activity Feed and Journal is updated to reflect the change

    Duplicate - ignore - reverted.png

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