How do I Merge Duplicate Leads?

Our smart duplicate detection notifies and prevents duplicates using several methods. However, sometimes duplicates still exist. Here's how to merge duplicate leads!

1. Click on any lead
2. Click on View on the potential duplicates warning bar
3. Select up to 3 leads that you want to merge
4. Click Next
5. Select the values that you want to retain. Select the master record first and all other values will be merged into the master record.
6. Click Merge

Note:

• All related notes will be associated with the new record
• Only fields with different values will be displayed

How to merge duplicate leads automatically?

▼ This feature is available for the Headquarters user access role only
View User account types for more info

To help you improve productivity in lead management by focusing on new leads instead of spending time and effort to manage duplicate leads manually, you may set up a workflow to assist you with this task automatically.

Before you start, you should determine your definition of duplicate leads to be merged automatically.

Which lead profile to keep as the master record?
When merging a duplicate lead profile, the values of the duplicate lead will be merged into the master record. The unwanted record will be relocated to the Deleted lead listing. Choose the master record:

• Previous Lead
  Merge into the previous newest lead while retaining the previous record’s info
• Incoming Lead
  Merge and overwrite the previous record with the latest info

Should the workflow skip the required fields for creating an opportunity in the existing Customer profile?
If “Bypass required fields” is turned on, the automation workflow will directly qualify the matching duplicate lead record and convert it into an Opportunity for the existing customer even if the required fields are not present in the duplicate lead profile. This could mean incomplete customer data for future use.

Set up auto-merge workflow

1. Navigate to Settings and select Workflow
2. Click New Workflow
3. Under Workflow Type and select Automation
4. Enter a Workflow Name and Description
5. On the next screen, select Merge Duplicated Leads into Existing Leads/Customers
   
6. Configure your Trigger Parameter or leave it as default if you only want to use Mobile Number as the prerequisite
   
7. Under the Action category, click Add an Action and Configure Action
8. In the Configure Action drawer, you will have two options for Action Types to choose from (which you can also enable together):
   • Merge Duplicated Leads with Existing Leads
     
     If you select this option, you will need to determine which lead will become the master record: the Previous Lead or the Incoming Lead
     
     
   • Merge Duplicated Leads to Existing Customers with New Opportunities
     
     • If you select this option, you will need to determine whether to Bypass Required Fields or not. Bypassing the required fields will merge the lead directly with the existing customer without checking for any differences in the profile
       
       
     • You can then decide on the Lead Assignment options on how to merge and assign an assignee to the lead. Choosing "Default" will route the lead (or new opportunity) through Auto assignment, if the condition is fulfilled.
       
       
       
     • If the existing customer doesn't have opportunities with assignees, here you can determine what happens to the duplicate leads. You can choose not to merge the duplicate leads and stay as a lead, or merge them with the existing customer by creating an opportunity without an assignee.
9. You also have the option to add both Action Types together by clicking the Add an Action button again
10. Once you are finished with the setup, click Save and make sure to activate the Automation by pressing the toggle button.