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Where configured, a user can choose to merge selected duplicates and/or revert restore previously merged records

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The ability to merge selected duplicates and/or revert restore previously merged records is a configurable option for Enterprise customers
To request this option one/both of these options to be enabled on your system, click here to contact Reapit Support

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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.png

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

    Merge-duplicates screen.png

  • 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, as outlined heresee 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 been flagged as a potential duplicate, an option to ignore the duplicate is available
Choosing to ignore a potential duplicate contact prevents the contact record from being offered as an option to be merged
For more information on merging contacts, see this section below titled: Merge duplicate contacts (where configured)

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

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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1. Access potential duplicates

On contact record:

  • Click Merges/Duplicates

    Merges-duplicates button.png

  • The Merges & Duplicates screen is displayed (shown in the next step)
    This screen shows details of all active duplicates for the selected contact

    • Double click an entry to view the contact

    • Add button (top left) allows a non-detected contact to be added to the screen manually

2. Merge contact(s) with the current contact

From Merges & Duplicates screen:

  • Tick the box to the left of required contact(s) to be merged with the current contact

  • Click Merge (top right)

Merge button - one contact selected to merge.png

  • Click Yes to proceed with the merge

    Merge prompt to confirm.png

  • Click OK

    Merge prompt to confirm merge success.png
Tip

The merged-in contact’s/contacts' roles are merged into the selected contact record
The merged-in contact is moved to the archive - it is also taken out of the Merge Duplicates tab and moved to the History tab of the Merges & Duplicates screen, see step 3

  • The merge information is logged in the contact Activity Feed and also the contact Journal, Detail Change section

    Merged contact - showing Activity Feed.png

3. Merge history

The History tab of the Merges & Duplicates screen shows details of any merged-in contacts to the currently selected contact

History tab.png
Tip

This screen can be used to revert restore the contact merge (where configuration allows), see next section

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Restore previously duplicated contacts (where configured)

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The ability to revert/ restore previously merged records is a configurable option for Enterprise customers
To request this option to be enabled on your system, click here to contact Reapit Support

Tip

When a contact has been previously merged, the merge can be reverted restored via the Merges/Duplicates screen - original contact records can be restored if:

  • the user is set-up to be able to carry out a revert restore on a previously merged contact AND

  • the contact does not have a reason why they cannot be restored

Restoring previously merged contact is not possible if certain activities have taken place since the contacts records were merged - for a list of these activities, see this section: Instances where a merged contact cannot be restored

1. Access previously merged contact record(s)

On contact record:

  • Click Merges/Duplicates

    Restore contact - merge button.png

2. Restore contact records

From Merges & Duplicates screen:

  • Click History tab (top left)
    This screen shows details of all archived contacts that have been merged with the selected contact
    Double click an entry to view the archived contact

    History tab.png

  • Tick the box to the left of the contact record(s) to restore and click Restore (top right)

    Restore contact - history tab with contact ticked.png

  • Click Yes to proceed with the reversalrestore

    Restore contact - conf prompt.pngImage RemovedRestore contact - conf prompt.pngImage Added

  • Click OK

    Restore prompt to confirm restore success.pngImage RemovedRestore prompt to confirm restore success.pngImage Added
Tip

Any roles that were previously assigned to the contact are restored
The contact record is taken out of the archive and is a separate active contact again

  • The restored contact will continue to be shown on the History tab with an arrow icon to the left to indicate that the record has been restored

    Restored contact - in history tab.png

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

    Restored contact info in activity feed.png

Instances where a contact cannot be merged

Merging cannot be carried out when the contact:

  • is marked as a legitimate duplicate

  • is a landlord and has:

    • a current or arranging tenancy

    • any transactions

    • a finished tenancy with outstanding post tenancy checks

    • a property with outstanding works orders

  • is a tenant with:

    • a current or an arranging tenancy

    • any transactions

  • is a lettings applicant with:

    • an arranging tenancy

    • a pending offer

  • is a guarantor with a current or arranging tenancy 

  • is a sales applicant with a pending or accepted offer
    However, a sales applicant can be merged after the property status is set to Exchanged or Completed

  • is a vendor with:

    • a sales property that has outstanding sales invoices

    • any transactions

    • a sales property that has a status of any of the following statuses: For Sale - , Under Offer, Reserved or Exchanged

  • has one or more referrals that conflict with an existing referral

  • is a leaseholder with any transactions

  • has an offer with any transactions

Instances where a merged contact cannot be restored

Reverting Restoring a previously merged contact is not possible if any of the activities listed below have taken place since the contacts were merged

The activities in question that will prevent the contact merge to be reverted from being restored are listed and apply when the contact:

  • is a landlord and has:

    • a current or arranging tenancy

    • any transactions

    • a finished tenancy with outstanding post tenancy checks

    • a property with outstanding works orders

  • is a lettings applicant and has:

    • an arranging tenancy

    • a pending offer

  • is a guarantor with a current or arranging tenancy

  • is a sales applicant with a pending or accepted offer
    However, a sales applicant can be reverted restored after the property status is set to Exchanged or Completed

  • is a vendor and has:

    • a sales property that has outstanding sales invoices 

    • any transactions 

    • a sales property that has a status of any of the following statuses: For Sale - , Under Offer, Reserved or Exchanged

  • has one or more referrals that conflict with an existing referral

  • is a leaseholder with any transactions

  • has an offer with any transactions

Frequently asked questions

What information is moved to the main contact record?

Once merged, the following information from the merged-in contact will be visible on the main contact record: ID Check information, notes/journal entries and roles (i.e. applicant, vendor, tenancy, etc.)

I need to merge two contact records with two different Key Contacts - who becomes the Key Contact once merged?

The Key Contact for the contact where the merge was performed will be kept
e.g. if contact A was used to initiate the merge, then contact A’s Key Contact will be retained, although the merged-in contact will be archived and the Key Contact name retained in the archive

I want to merge two contacts but they have different names - what happens to the two names?

The name for the contact that the merge was performed on will be used
e.g. if contact A was used to initiate the merge, then contact A’s name will be used, although the merged-in contact will be archived and their name retained in the archive

If I merge two contacts - do all the journal entries from the merged-in contact get pulled across too?

Most notes/journal entries are pulled across from the merged-in contact to the contact being used to initiate the merge

Can I merge contacts that belong to other offices?

Yes, if your system security permits it - for example, if a company has no security restrictions around accessing or merging other offices records, then the user will get access to merge all contacts that are available to be merged

Can I report on contacts that have been merged?

Not through Power Reports but you are able to find main/merged contacts through notes in the Activity Feed or the History tab of the Merges & Duplicates screen, as seen in section above titled: Restore previously duplicated contacts (where configured)

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