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How to Manage and Merge Duplicate Contacts

Learn how to find, review, reject, and merge duplicate contacts in GHL Customer Care using manual merge and the Manage Duplicates tool to keep your CRM accurate.

8 min read1,722 words14 explained imagesUpdated Wed, 2 Sep at 3:41 PM
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On this page
  1. Key Benefits of Managing and Merging Duplicate Contacts
  2. Best Practices
  3. How to Manually Merge from the Contacts List
  4. How to Merge Contacts Using the Manage Duplicates Tool
  5. Permissions & Restrictions
  6. Step 1: Accessing the Duplicate Management Tool
  7. Step 2: Finding Duplicates
  8. Step 3: Viewing Duplicate Records
  9. Step 4: Reviewing and Resolving Conflicts
  10. Step 5: Rejecting Duplicates
  11. Step 6: Selecting Records to Merge
  12. Contact Deduplication Preferences
  13. Troubleshooting
  14. Frequently Asked Questions
  15. Related Articles

Duplicate contacts can clutter your CRM, split communication history, and make reporting less accurate. GHL Customer Care provides two ways to manage duplicate contacts: manually selecting contacts to merge or using the Manage Duplicates tool to find potential matches by email, phone, or name. This article explains how to review duplicate records, choose the correct master contact, and merge records safely.

TABLE OF CONTENTS

What is Managing and Merging Duplicate Contacts?

Managing and merging duplicate contacts helps keep one accurate contact profile for each person in your CRM. When duplicate records exist, you can combine them into one master record while reviewing key details such as email, phone, business name, tags, conversations, and other contact data.

A master record is the contact profile that remains after the merge. Some information from duplicate records can be retained or combined, while conflicting fields may default to the selected master record unless a different value is chosen during review.

Key Benefits of Managing and Merging Duplicate Contacts

  • Cleaner CRM data: Keep one accurate profile for each contact instead of multiple duplicate records.
  • Better communication history: Combine relevant conversations, notes, tasks, opportunities, and tags into one contact record.
  • More accurate reporting: Reduce duplicate records that may skew contact counts, campaign results, and pipeline visibility.
  • Faster contact management: Use search or the Manage Duplicates tool to quickly find and review possible duplicate records.
  • Improved team visibility: Help users work from the same contact profile instead of splitting updates across duplicates.

Best Practices

  • Run duplicate scans periodically to keep your CRM clean.

  • Always review field conflicts before merging.

  • Use the Reject option only when you’re sure a record isn’t a duplicate.

  • Encourage your team to standardize data entry to prevent future duplicates.

 What Will Be Kept When Contacts Are Merged?

Different types of contact data are handled differently during a merge. Review how GHL Customer Care retains or combines information before selecting a master contact and confirming the merge.

Data or BehaviorWhat Happens During the Merge
Master contactThe contact selected as the master remains after the merge. Existing values on the master contact are kept by default where applicable.
Appointments, payments, orders, and invoicesThese default to the master contact’s values.
Custom fieldsA value from another selected contact is added only when the corresponding custom field on the master contact is blank. Existing custom field values on the master contact are not overwritten.
WorkflowsActive workflow execution can transfer to the master contact. If the master contact is already running the same workflow, the existing execution is kept and the additional execution may end. Workflow waits, goals, re-entry settings, and actions tied to the original contact can also affect behavior after a merge.
Undoing the mergeA completed contact merge cannot be reversed.
Important: Contact merges are permanent. Before confirming the merge, verify that you selected the correct master contact and review the affected custom fields, appointments, payments, orders, invoices, and active workflow behavior.

How to Manually Merge from the Contacts List

Manual merge is useful when you already know which contact records are duplicates. You can search for the records, select them from the Contacts table, and merge them into one profile.

  1. Navigate to Contacts > Smart Lists.
    Step 1 of 11: Navigate to Contacts > Smart Lists What this shows Step 1 of 11: Navigate to Contacts > Smart Lists. What this shows Shows where to go for step 1 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 1 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you navigate to Contacts > Smart Lists. For context, this section explains: Manual merge is useful when you already know which contact records are duplicates. You can search for the records, select them from the Contacts table, and merge them into one profile. The navigation path used here is Contacts > Smart Lists. This part of the guide covers 5 fields, listed below. The next step is to use the Search Contacts box to find possible duplicate contacts. Step 1 of 11Path: Contacts > Smart ListsImage 1 of 14 Where to goNavigate to Contacts > Smart Lists.
    Fields in this part of the guide NameEmailBusiness nameTagsPhone
    Buttons and menus referenced Contacts > Smart ListsSearch ContactsSelectcontactsMoreMergeMerge ContactsMasterfieldsdifferentvalues
    Next stepUse the Search Contacts box to find possible duplicate contacts.
    Example values
    Name
    Priya Raman
    Email
    priya.raman@northgatedental.com
    Business name
    Priya Raman
    Tags
    new-patient, referral
    Phone
    +1 312 847 1928

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 11 steps in this procedure
    1. Navigate to Contacts > Smart Lists. this image
    2. Use the Search Contacts box to find possible duplicate contacts.
    3. Search by available contact details such as:
    4. You can also search manually from the smart list.
    5. Select the contacts you want to merge.
    6. Click More from the top action bar.
    7. Select Merge.
    8. In the Merge Contacts window, choose the contact that should remain as the Master record.
    9. Review fields with different values.
    10. Review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
    11. Click Merge Contacts.
  2. Use the Search Contacts box to find possible duplicate contacts.
  3. Search by available contact details such as:
    • Name
    • Email
    • Business name
    • Tags
    • Phone
  4. You can also search manually from the smart list.
    Step 4 of 11: You can also search manually from the smart list What this shows Step 4 of 11: You can also search manually from the smart list. What this shows Shows what this covers for step 4 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 4 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you you can also search manually from the smart list. The navigation path used here is Contacts > Smart Lists. This part of the guide covers 5 fields, listed below. The next step is to select the contacts you want to merge. Step 4 of 11Path: Contacts > Smart ListsImage 2 of 14 What this coversYou can also search manually from the smart list.
    Fields in this part of the guide NameEmailBusiness nameTagsPhone
    Buttons and menus referenced Contacts > Smart ListsSearch ContactsSelectcontactsMoreMergeMerge ContactsMasterfieldsdifferentvalues
    Next stepSelect the contacts you want to merge.
    Example values
    Name
    Priya Raman
    Email
    priya.raman@northgatedental.com
    Business name
    Priya Raman
    Tags
    new-patient, referral
    Phone
    +1 312 847 1928

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 11 steps in this procedure
    1. Navigate to Contacts > Smart Lists.
    2. Use the Search Contacts box to find possible duplicate contacts.
    3. Search by available contact details such as:
    4. You can also search manually from the smart list. this image
    5. Select the contacts you want to merge.
    6. Click More from the top action bar.
    7. Select Merge.
    8. In the Merge Contacts window, choose the contact that should remain as the Master record.
    9. Review fields with different values.
    10. Review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
    11. Click Merge Contacts.
  5. Select the contacts you want to merge.
  6. Click More from the top action bar.
  7. Select Merge.
    Step 7 of 11: Select Merge What this shows Step 7 of 11: Select Merge. What this shows Shows what to choose for step 7 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 7 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you select Merge. For context, this section explains: Manual merge is useful when you already know which contact records are duplicates. You can search for the records, select them from the Contacts table, and merge them into one profile. The navigation path used here is Contacts > Smart Lists. This part of the guide covers 5 fields, listed below. The next step is to in the Merge Contacts window, choose the contact that should remain as the Master record. Step 7 of 11Path: Contacts > Smart ListsImage 3 of 14 What to chooseSelect Merge.
    Fields in this part of the guide NameEmailBusiness nameTagsPhone
    Buttons and menus referenced MergeContacts > Smart ListsSearch ContactsSelectcontactsMoreMerge ContactsMasterfieldsdifferentvalues
    Next stepIn the Merge Contacts window, choose the contact that should remain as the Master record.
    Example values
    Name
    Priya Raman
    Email
    priya.raman@northgatedental.com
    Business name
    Priya Raman
    Tags
    new-patient, referral
    Phone
    +1 312 847 1928

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 11 steps in this procedure
    1. Navigate to Contacts > Smart Lists.
    2. Use the Search Contacts box to find possible duplicate contacts.
    3. Search by available contact details such as:
    4. You can also search manually from the smart list.
    5. Select the contacts you want to merge.
    6. Click More from the top action bar.
    7. Select Merge. this image
    8. In the Merge Contacts window, choose the contact that should remain as the Master record.
    9. Review fields with different values.
    10. Review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
    11. Click Merge Contacts.
  8. In the Merge Contacts window, choose the contact that should remain as the Master record.
  9. Review fields with different values.
    Step 9 of 11: Review fields with different values What this shows Step 9 of 11: Review fields with different values. What this shows Shows what this covers for step 9 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 9 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you review fields with different values. For context, this section explains: Manual merge is useful when you already know which contact records are duplicates. You can search for the records, select them from the Contacts table, and merge them into one profile. The navigation path used here is Contacts > Smart Lists. This part of the guide covers 5 fields, listed below. The next step is to review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more. Step 9 of 11Path: Contacts > Smart ListsImage 4 of 14 What this coversReview fields with different values.
    Fields in this part of the guide NameEmailBusiness nameTagsPhone
    Buttons and menus referenced fieldsdifferentvaluesContacts > Smart ListsSearch ContactsSelectcontactsMoreMergeMerge ContactsMaster
    Next stepReview All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
    Example values
    Name
    Priya Raman
    Email
    priya.raman@northgatedental.com
    Business name
    Priya Raman
    Tags
    new-patient, referral
    Phone
    +1 312 847 1928

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 11 steps in this procedure
    1. Navigate to Contacts > Smart Lists.
    2. Use the Search Contacts box to find possible duplicate contacts.
    3. Search by available contact details such as:
    4. You can also search manually from the smart list.
    5. Select the contacts you want to merge.
    6. Click More from the top action bar.
    7. Select Merge.
    8. In the Merge Contacts window, choose the contact that should remain as the Master record.
    9. Review fields with different values. this image
    10. Review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
    11. Click Merge Contacts.
  10. Review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
  11. Click Merge Contacts.
    Step 11 of 11: Click Merge Contacts What this shows Step 11 of 11: Click Merge Contacts. What this shows Shows what to click for step 11 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". This animation accompanies step 11 of 11 in the "How to Manually Merge from the Contacts List" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you click Merge Contacts. For context, this section explains: Manual merge is useful when you already know which contact records are duplicates. You can search for the records, select them from the Contacts table, and merge them into one profile. The navigation path used here is Contacts > Smart Lists. This part of the guide covers 5 fields, listed below. Step 11 of 11Path: Contacts > Smart ListsImage 5 of 14 What to clickClick Merge Contacts.
    Fields in this part of the guide NameEmailBusiness nameTagsPhone
    Buttons and menus referenced Merge ContactsContacts > Smart ListsSearch ContactsSelectcontactsMoreMergeMasterfieldsdifferentvalues
    Example values
    Name
    Priya Raman
    Email
    priya.raman@northgatedental.com
    Business name
    Priya Raman
    Tags
    new-patient, referral
    Phone
    +1 312 847 1928

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 11 steps in this procedure
    1. Navigate to Contacts > Smart Lists.
    2. Use the Search Contacts box to find possible duplicate contacts.
    3. Search by available contact details such as:
    4. You can also search manually from the smart list.
    5. Select the contacts you want to merge.
    6. Click More from the top action bar.
    7. Select Merge.
    8. In the Merge Contacts window, choose the contact that should remain as the Master record.
    9. Review fields with different values.
    10. Review All Fields and select the values you want to keep, such as the primary email, phone number, or business name and more.
    11. Click Merge Contacts. this image

How to Merge Contacts Using the Manage Duplicates Tool


Permissions & Restrictions

RoleAccess
Agency Admin / Sub-Account Admin✅ Full access to find & merge duplicates
Team Members / Users❌ No access

Step 1: Accessing the Duplicate Management Tool

Note: Only Admins can use this feature and works on both the classic and new Contacts List View.
  1. Click on Contacts from your sub-account.
  2. Click on the ⋮ (three-dot menu)
  3. Click on the Manage Duplicates option.
    Step 3 of 3: Click on the Manage Duplicates option What this shows Step 3 of 3: Click on the Manage Duplicates option. What this shows Shows what to click for step 3 of 3 in the "Step 1: Accessing the Duplicate Management Tool" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 3 of 3 in the "Step 1: Accessing the Duplicate Management Tool" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you click on the Manage Duplicates option. For context, this section explains: Note: Only Admins can use this feature and works on both the classic and new Contacts List View. Step 3 of 3Image 6 of 14 What to clickClick on the Manage Duplicates option.
    Buttons and menus referenced ManageDuplicatesAdminsclassicnew Contacts List ViewContacts⋮three-dot menu
    All 3 steps in this procedure
    1. Click on Contacts from your sub-account.
    2. Click on the ⋮ (three-dot menu)
    3. Click on the Manage Duplicates option. this image

Step 2: Finding Duplicates

  1. Choose a Find By criterion:

    • Email (recommended default)
    • Phone
    • Name

  2. Click Find Duplicates.
  3. The system will start scanning your contact database and display duplicates that match the selected field
    Step 3 of 3: The system will start scanning your contact database and display… What this shows Step 3 of 3: The system will start scanning your contact database and display duplicates that match the selected field What this shows Shows what this covers for step 3 of 3 in the "Step 2: Finding Duplicates" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 3 of 3 in the "Step 2: Finding Duplicates" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you the system will start scanning your contact database and display duplicates that match the selected field. This part of the guide covers 3 fields, listed below. Step 3 of 3Image 7 of 14 What this coversThe system will start scanning your contact database and display duplicates that match the selected field
    Fields in this part of the guide Email (recommended default)PhoneName
    Buttons and menus referenced Find ByEmailPhoneNameFind Duplicates
    Example values
    Email (recommended default)
    priya.raman@northgatedental.com
    Phone
    +1 312 847 1928
    Name
    Priya Raman

    Illustrative values showing the expected format. They are not read from the screenshot.

    All 3 steps in this procedure
    1. Choose a Find By criterion:
    2. Click Find Duplicates.
    3. The system will start scanning your contact database and display duplicates that match the selected field this image

Step 3: Viewing Duplicate Records

  • Once duplicates are found, you’ll see a list of potential duplicate groups.
    Step 1 of 3: Once duplicates are found, you’ll see a list of potential duplicate… What this shows Step 1 of 3: Once duplicates are found, you’ll see a list of potential duplicate groups. What this shows Shows what this covers for step 1 of 3 in the "Step 3: Viewing Duplicate Records" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 1 of 3 in the "Step 3: Viewing Duplicate Records" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you once duplicates are found, you’ll see a list of potential duplicate groups. The next step is to click on the Down Arrow sign beside a group to expand it. Step 1 of 3Image 8 of 14 What this coversOnce duplicates are found, you’ll see a list of potential duplicate groups.
    Buttons and menus referenced list of potential duplicate groupsDown Arrowexpand
    Next stepClick on the Down Arrow sign beside a group to expand it.
    All 3 steps in this procedure
    1. Once duplicates are found, you’ll see a list of potential duplicate groups. this image
    2. Click on the Down Arrow sign beside a group to expand it.
    3. You can e xpand a group to see all the contacts detected.
  • Click on the Down Arrow sign beside a group to expand it.
    Step 2 of 3: Click on the Down Arrow sign beside a group to expand it What this shows Step 2 of 3: Click on the Down Arrow sign beside a group to expand it. What this shows Shows what to click for step 2 of 3 in the "Step 3: Viewing Duplicate Records" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 2 of 3 in the "Step 3: Viewing Duplicate Records" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you click on the Down Arrow sign beside a group to expand it. The next step is to you can e xpand a group to see all the contacts detected. Step 2 of 3Image 9 of 14 What to clickClick on the Down Arrow sign beside a group to expand it.
    Buttons and menus referenced Down Arrowlist of potential duplicate groupsexpand
    Next stepYou can e xpand a group to see all the contacts detected.
    All 3 steps in this procedure
    1. Once duplicates are found, you’ll see a list of potential duplicate groups.
    2. Click on the Down Arrow sign beside a group to expand it. this image
    3. You can e xpand a group to see all the contacts detected.
  • You can expand a group to see all the contacts detected.
    Step 3 of 3: You can e xpand a group to see all the contacts detected What this shows Step 3 of 3: You can e xpand a group to see all the contacts detected. What this shows Shows what this covers for step 3 of 3 in the "Step 3: Viewing Duplicate Records" section of "How to Manage and Merge Duplicate Contacts". This screenshot accompanies step 3 of 3 in the "Step 3: Viewing Duplicate Records" section of "How to Manage and Merge Duplicate Contacts". At this point in the walkthrough you you can e xpand a group to see all the contacts detected. Step 3 of 3Image 10 of 14 What this coversYou can e xpand a group to see all the contacts detected.
    Buttons and menus referenced expandlist of potential duplicate groupsDown Arrow
    All 3 steps in this procedure
    1. Once duplicates are found, you’ll see a list of potential duplicate groups.
    2. Click on the Down Arrow sign beside a group to expand it.
    3. You can e xpand a group to see all the contacts detected. this image

Step 4: Reviewing and Resolving Conflicts

  1. You can also choose to review the changes in more details by clicking on Review.

  2. Conflicting fields (like phone number, tags, country, etc.) are displayed side-by-side.

  3. You can:

    • Select which value to keep for each field.

    • Combine multiple tags or additional details.

    • Choose primary email or phone number.

    • Ensure no duplicate opportunities are created.

  4. Once reviewed, click Merge Contacts to proceed.

Step 4: Reviewing and Resolving Conflicts (image 11 of 14) What this shows You can also choose to review the changes in more details by clicking on Review. What this shows Illustrates the "Step 4: Reviewing and Resolving Conflicts" section of "How to Manage and Merge Duplicate Contacts". This animation appears in the "Step 4: Reviewing and Resolving Conflicts" section of "How to Manage and Merge Duplicate Contacts". The text alongside this image reads: You can also choose to review the changes in more details by clicking on Review. Conflicting fields (like phone number, tags, country, etc.) are displayed side-by-side. You can: Once reviewed, click Merge Contacts to proceed. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: If you find that certain duplicates should not be merged. Image 11 of 14 What to chooseYou can also choose to review the changes in more details by clicking on Review. Conflicting fields (like phone number, tags, country, etc.) are displayed side-by-side. You can: Once reviewed, click Merge Contacts to proceed.
Fields in this part of the guide You can:
Buttons and menus referenced ReviewSelectCombine multiple tagsprimaryno duplicate opportunitiesMerge Contacts
Next stepIf you find that certain duplicates should not be merged:
All 4 steps in this procedure
  1. You can also choose to review the changes in more details by clicking on Review.
  2. Conflicting fields (like phone number, tags, country, etc.) are displayed side-by-side.
  3. You can:
  4. Once reviewed, click Merge Contacts to proceed.

Step 5: Rejecting Duplicates

If you find that certain duplicates should not be merged:

  1. Click Reject.

  2. Confirm the rejection in the popup:

    • “This email address will not be used to find duplicates again.”

    • This action cannot be reverted.

Note: Rejected emails, phone numbers, or names will be excluded from future duplicate scans.
Step 5: Rejecting Duplicates (image 12 of 14) What this shows Note: Rejected emails, phone numbers, or names will be excluded from future duplicate scans. What this shows Illustrates the "Step 5: Rejecting Duplicates" section of "How to Manage and Merge Duplicate Contacts". This animation appears in the "Step 5: Rejecting Duplicates" section of "How to Manage and Merge Duplicate Contacts". The text alongside this image reads: Note: Rejected emails, phone numbers, or names will be excluded from future duplicate scans. Immediately after, the guide continues: Note: Once merged, the process cannot be reverted. Review carefully before confirming. Image 12 of 14 What this coversNote: Rejected emails, phone numbers, or names will be excluded from future duplicate scans.
Buttons and menus referenced notRejectcannot be revertedexcluded from future duplicate scans.
Next stepNote: Once merged, the process cannot be reverted. Review carefully before confirming.
All 2 steps in this procedure
  1. Click Reject.
  2. Confirm the rejection in the popup:

Step 6: Selecting Records to Merge

Note: Once merged, the process cannot be reverted. Review carefully before confirming.

  1. Select up to 10 records to merge at once.

    • The tool will notify you when the limit is reached (Limit reached 10/10).

  2. Choose one record as the Master — this record will retain key details like name, main email, and main phone number.

  3. All related data (tasks, opportunities, notes, products, etc.) from other records will be combined into this master record.

  4. Click on Merge. Before merging, a confirmation dialog appears:

    You’ll see:

    • A reminder that this action cannot be undone.

    • A note that emails, phone numbers, notes, opportunities, and tasks from all selected records will merge into one.

    • An option to confirm your understanding by checking the acknowledgment box.

  5. Click Merge Duplicates to finalize.

Step 6: Selecting Records to Merge (image 13 of 14) What this shows Select up to 10 records to merge at once. What this shows Illustrates the "Step 6: Selecting Records to Merge" section of "How to Manage and Merge Duplicate Contacts". This animation appears in the "Step 6: Selecting Records to Merge" section of "How to Manage and Merge Duplicate Contacts". The text alongside this image reads: Select up to 10 records to merge at once. Choose one record as the Master — this record will retain key details like name, main email, and main phone number. All related data (tasks, opportunities, notes, products, etc.) from other records will be combined into this master record. Click on Merge…. Immediately after, the guide continues: Avoiding duplicate contacts at the source can save significant time and confusion later. Contact Deduplication Settings give you control over how the system handles new contact entries, allowing you to prevent duplicates before they happen. Image 13 of 14 What to chooseSelect up to 10 records to merge at once. Choose one record as the Master — this record will retain key details like name, main email, and main phone number. All related data (tasks, opportunities, notes, products, etc.) from other records will be combined into this master record. Click on Merge. Before merging, a confirmation dialog appears: You’ll see: Click Merge Duplicates to finalize.
Buttons and menus referenced cannotbereverted10 recordsMasterMergecannot be undoneMerge Duplicates
Next stepAvoiding duplicate contacts at the source can save significant time and confusion later. Contact Deduplication Settings give you control over how the system handles new contact entries, allowing you to prevent duplicates before they happen.
All 5 steps in this procedure
  1. Select up to 10 records to merge at once.
  2. Choose one record as the Master — this record will retain key details like name, main email, and main phone number.
  3. All related data (tasks, opportunities, notes, products, etc.) from other records will be combined into this master record.
  4. Click on Merge. Before merging, a confirmation dialog appears: You’ll see:
  5. Click Merge Duplicates to finalize.

Contact Deduplication Preferences

Avoiding duplicate contacts at the source can save significant time and confusion later. Contact Deduplication Settings give you control over how the system handles new contact entries, allowing you to prevent duplicates before they happen.

  1. Navigate to Settings > Business Profile > Contact Preferences.

  2. Enable or disable Allow Duplicate Contacts.

  3. Choose primary and secondary deduplication fields (Email or Phone).

Contact Deduplication Preferences (image 14 of 14) What this shows Navigate to Settings > Business Profile > Contact Preferences. What this shows Illustrates the "Contact Deduplication Preferences" section of "How to Manage and Merge Duplicate Contacts". This screenshot appears in the "Contact Deduplication Preferences" section of "How to Manage and Merge Duplicate Contacts". The text alongside this image reads: Navigate to Settings > Business Profile > Contact Preferences. Enable or disable Allow Duplicate Contacts. Choose primary and secondary deduplication fields (Email or Phone). The navigation path used here is Settings > Business Profile > Contact Preferences. Immediately after, the guide continues: Issue Possible Cause Solution “No duplicates found” Limited scan criteria Try switching to another criterion (Phone or Name). “Limit reached (10/10)” Too many records selected Merge the first 10, then return to merge the next set. “Merge…. Path: Settings > Business Profile > Contact PreferencesImage 14 of 14 Where to goNavigate to Settings > Business Profile > Contact Preferences. Enable or disable Allow Duplicate Contacts. Choose primary and secondary deduplication fields (Email or Phone).
Buttons and menus referenced Allow Duplicate Contacts
Next stepIssue Possible Cause Solution “No duplicates found” Limited scan criteria Try switching to another criterion (Phone or Name). “Limit reached (10/10)” Too many records selected Merge the first 10, then return to merge the next set. “Merge button disabled” Confirmation not checked Check the “I understand this cannot be undone” box. Missing merge option Not an Admin role Contact your Admin to request access.
All 3 steps in this procedure
  1. Navigate to Settings > Business Profile > Contact Preferences.
  2. Enable or disable Allow Duplicate Contacts.
  3. Choose primary and secondary deduplication fields (Email or Phone).

Troubleshooting

IssuePossible CauseSolution
“No duplicates found”Limited scan criteriaTry switching to another criterion (Phone or Name).
“Limit reached (10/10)”Too many records selectedMerge the first 10, then return to merge the next set.
“Merge button disabled”Confirmation not checkedCheck the “I understand this cannot be undone” box.
Missing merge optionNot an Admin roleContact your Admin to request access.

Frequently Asked Questions

Q: Can I undo a contact merge?
No. Contact merges cannot be undone. Review the selected contacts, master record, and field values carefully before confirming.

Q: How many contacts can I merge at once?
You can merge up to 10 contacts at one time.

Q: What is the difference between manual merge and Manage Duplicates?
Manual merge is used when you already know which contacts should be merged. Manage Duplicates helps find possible duplicate records by email, phone, or name.

Q: Why don’t I see the Merge Contacts button?
The Merge Contacts option appears when you select 2 or more valid contacts, up to a maximum of 10. Make sure you have permission to manage contacts, the selected contacts are in the same sub-account, and the contacts are visible in the current list view.

Q: What causes duplicate contacts in GHL Customer Care?
Duplicates can be created through manual entry, CSV imports, forms, calendar submissions, or third-party tools such as Zapier.

Q: Which contact should I choose as the master record?
Choose the contact with the most accurate and up-to-date information. The master record remains after the merge and should contain the details you trust most.

Q: What happens to field data during a merge?
The selected master record retains its details. Unique information from other selected records may be added or combined, while conflicting fields use the selected value or the master record’s value.

Q: Will custom fields be affected during a merge?
Custom field values from another contact are added only when the matching field is blank on the master record. Existing custom field values on the master record are not overwritten.

Q: What happens to notes, conversations, tags, appointments, payments, orders, invoices, courses, community groups, and products after merging?

Selected information merges into the master contact. Any remaining fields, including appointments, payments, orders, and invoices, default to the master record’s values. Courses, community groups, and products combine information from all selected records.

Q: What happens when I reject a duplicate suggestion?
The rejected suggestion will not appear again for that duplicate matching rule. This action cannot be reverted.

Q: How do I prevent duplicates from form or calendar submissions?
Review Contact Deduplication Preferences and make sure Allow Duplicate Contacts is turned off when you do not want duplicate contacts created from matching submissions.

Q: What happens to a contact’s workflows when I merge duplicates?
If a duplicate contact is deleted during the merge, GHL Customer Care transfers the workflow execution to the master contact so the automation can continue. If the master contact is already enrolled in the same workflow, GHL Customer Care stops the extra run and keeps the workflow execution that is already running.

Q: Can I automatically merge duplicate contacts?
Yes. Use the Workflow Action – Merge Contact when you want duplicate contact merging to happen inside a workflow.

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