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Merging is available once your brand uses Contacts.
ElasticFunnels already joins records that share an email address. When the same person shows up as two contacts (for example they bought once with a work email and once with a personal one), you can merge them by hand.

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Merge two contacts

  1. Open the contact you want to keep.
  2. Go to the Merges tab and click Merge a duplicate.
  3. Search for the duplicate by name or email.
  4. Click Merge next to the right result.
The contact you opened stays. The other one is folded into it:
  • Its emails and phones are added to the contact you kept.
  • Its consent history and tags move over, and its orders count toward the contact you kept once the order totals are next recalculated.
  • Where the contact you kept has a field filled in, that value stays. Where it is empty, the value comes from the merged contact.
  • The merged contact disappears from the list. An old link to it opens the contact you kept.

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Undo a merge

On the Merges tab, every merge shows when it happened and until when it can be undone. Click Undo to split the two contacts again: the merged contact comes back with its own emails, phones and history. A merge can be undone for 180 days. After that the Undo button is gone and the merge is permanent.

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Who can merge

Merging and undoing need permission to edit customers. To see the emails of the contacts you are merging, you also need the See unmasked permission on the Contact details row; without it the search results are masked.