How to merge duplicate contacts
Merge two records of the same client into one contact, keeping their requirements, timeline, deals, enquiries and listings together in Estate CRM.
The same client often ends up in your CRM twice — once from a portal enquiry, once typed in by a colleague. Merging folds the duplicate into the record you keep, so the whole history is in one place. This article shows how to do it and what happens to each detail.
Merging needs permission to edit and delete contacts, which owners and managers have.
How do I merge two contacts?
- Open the contact you want to keep — usually the one with the most complete details.
- Click the merge icon at the top of the page, Merge with a duplicate….
- Under Duplicate contact, search for and choose the other record.
- Read the warning: the duplicate will be deleted after the merge.
- Click Merge and delete duplicate.
What moves to the contact I keep?
Everything linked to the duplicate moves over:
- requirements and their matches,
- activities — calls, notes, viewings, meetings and tasks,
- deals and enquiries,
- listings they own and projects where they are the developer,
- viewing forms, listing agreements and text messages,
- newsletter history and follow-up sequences.
What happens to names, phones and e-mails?
The kept contact’s own details always win. From the duplicate:
- e-mail addresses, phone numbers and labels are added
- empty fields on the kept contact — such as Nationality, Speaks, Address, ID / passport, Lead source or Agent — are filled in
- roles are combined, so a Buyer merged with a Seller becomes both
- GDPR consent and newsletter consent are kept if either record had them
The duplicate is then deleted.
How do I avoid duplicates in the first place?
- When you type an e-mail or phone in New contact, a Possible duplicate warning shows any contact that already has it. Open that one instead.
- Enquiries from share pages, your website and portal e-mails are matched to an existing contact by e-mail or phone before a new lead is created — see lead routing and enquiries.
For adding contacts properly, see contacts and requirements.