In this article, you will learn about:
What happens when a contact is merged:
Note: For clarity, this article uses the following terms:
Primary contact – the contact that will remain after the merge
Duplicate contact – the contact that will be merged and then archived
All data attached to the duplicate contact will be moved to the primary contact, with a few exceptions:
Payment methods are not merged
Profile pictures are not merged
If both contacts exist in Brivo or InnerTelligence, their credentials may not be merged
You can also choose whether specific data is merged, including:
Contact information (e.g. name, email, date of birth, address, phone number)
Custom form responses (e.g. marketing preferences, emergency contact details)
Apart from the exceptions listed above, all data from the duplicate contact will be transferred to the primary contact.
Once the process is complete:
The duplicate contact is archived
The primary contact retains its original data, along with most of the duplicate contact’s data
The result is a single, consolidated contact, and the duplicate contact is no longer active.
Important: This process is irreversible. Once data has been merged, it cannot be undone.
How to merge contacts
Navigate to the People list page
Click on the ••• (more options) menu next to a contact
Select Merge Contacts
Select Contacts
Search for or select the Primary contact (the contact you want to keep)
Note: Both contacts must be the same type (e.g. member-to-member or prospect-to-prospect). If they are different, you will need to convert one contact before proceeding.
Validate the Merge
The system will check whether the merge can be completed (e.g. suspension conflicts or booking clashes)
If there are any issues, error messages will be displayed with guidance on how to resolve them
Click Next: Choose Data
Choose Data
Review each data section shown on the page
For each section, select which contact’s core data you want to keep
Use the selection option on each card to choose between the Primary and Duplicate contact
Next: Review and approve
All options are unselected by default. You must make a selection for each section before the Submit button becomes active.
Review and Confirm
Review your selections carefully
To make changes, click the pencil icon to edit your choices
Click How other data is handled to view additional details
Complete the Merge
Click Approve Merge
Select Yes, merge contacts to confirm
If the merge is taking longer than expected, a notification will be displayed. You will also receive an email when the merge has been completed.
If you need assistance with merging contacts, please contact our Support team at support@clubworx.com