When dealing with a large volume of customers, you'll likely come across a time when you have a duplicate within your system due to a typo or other reasons.
With the Merge feature, you can now combine two Accounts or two Contacts into one entity. During the merge process:
You can choose which values will be created in the Merged Contact
Values are fields such as phone number, address, custom fields etc
All the associations will be migrated to the Merged Contact
Associations are Bookings, Notes, Tasks etc
Merging IS A PERMANENT ACTION AND CANNOT BE UNDONE.
Please make sure you understand the consequences of this action before you try to merge. If you are unsure please reach out to our friendly support team!
How to Merge Accounts or Contacts
The process will follow the example for Contacts but it applies to Accounts as well.
Click Contacts in the left-hand sidebar
Select the Contact you wish to merge
Click Actions
Select Merge
Select the Contact you want to merge from the dropdown
Click Next
Use the button selections to choose which values you want to keep
Click Merge
The Merged Contact column shows the values brought over after merging.
Hint: The values that have different information are highlighted in yellow. The values which don't have conflicts are highlighted in white.
Important Considerations
You cannot select to keep fields from both Contacts or Accounts (eg two phone numbers). You will need to create additional fields, or manually copy/paste as needed PRIOR to merging.
If the Account or Contact that you are not choosing during the merge are linked to an Invoice or are the "Billed To" when you try to merge it will fail. You will need to ensure that any Invoices linked to the Account/Contact you aren't selecting get changed over to the Account that will remain after the merge.
Account Merge
If either Account is a “Key Account”, then the resulting account will be a Key Account
You cannot merge a Travel Agent with a Company & vise versa. Both Accounts must be a Travel Agent, or must both be a Company.
You cannot merge Parent & Child Accounts into one. You'll first have to unlink them.
Contact Merge
You cannot merge Contacts if the selected Contact has tracked emails.
When merging Contacts, the email address of the Contact you started the merge from will be retained.
For Organizations part of a Chain
Chain WITHOUT global Accounts/Contacts -> you can merge if you are a regular or admin user
Chain WITH global accounts/contacts -> you can merge in any Organization if you are a regular or admin user at at least one Organization in the chain
For Organizations with a PMS Integration
If both Accounts or Contacts are synced with PMS you can only merge if they are both synced to the same Account or Contact on the PMS.
If only one Account or Contact is synced with PMS the merged Account or Contact will be synced with PMS