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Merge Contacts

Sometimes the same customer appears as two or more contacts — for example one profile from Zalo and another from Facebook, or two imports with the same phone number.

Merge combines them into one contact so your team sees a single history and one set of details.

When to merge​

Merge when you are confident two profiles belong to the same person, such as:

  • Same phone number on different contacts
  • Same email on different contacts
  • A customer told you they messaged from two channels

Do not merge if you are unsure — it is harder to undo than to wait and confirm.

How ScaleFlow finds duplicates​

ScaleFlow can suggest duplicates when contact fields match (for example phone or email). You may see merge suggestions:

  • On a contact detail page
  • In the contact panel inside Inbox

Click Review merge (or similar) to open the merge screen.

Duplicates contact

Open the merge page​

  1. Go to Contacts and open the main contact you want to keep (the primary contact).
  2. Start merge from a suggestion, or open the merge link with the duplicate contacts selected.
  3. You arrive at the Merge contacts page with:
    • Left: list of duplicate contacts to include
    • Right: preview of the merged result

Merge page

Choose which contact to keep​

  • The contact you opened first is usually the primary (the one that survives after merge).
  • Check the boxes for secondary contacts you want to fold into the primary.
  • ScaleFlow may auto-select all detected phone/email duplicates so you do not miss a match.

Pick the best value for each field​

For each piece of information (name, phone, email, company, stages, labels, …), choose which contact’s value should win.

SituationSimple rule
One side is emptyPick the side that has data
Both have different phonesAsk the customer which is current, then pick that row
Labels / lists on bothPreview shows the combined result — check it before confirming

Use the preview panel to read the final profile before you commit.

Confirm merge​

  1. Review the preview one last time.
  2. Click Merge (or Confirm merge).
  3. Wait for the success message.
  4. You return to the single merged contact.

Conversations and history from secondary contacts move under the primary contact.

After merging​

  • Open the merged contact in Contacts or from Inbox.
  • Check labels, lifecycle stage, and linked conversations.
  • If Broadcasts or lists used the old duplicate, confirm the audience still looks correct.

Tips​

  1. Merge during quiet hours if the customer has an active chat — staff should know which thread continues.
  2. Fix typos in phone/email before merge when possible; bad data creates false duplicate suggestions.
  3. Teach the team to merge instead of creating a third duplicate profile.