Duplicate Customers
What Is It?
The duplicate merge feature helps prevent situations where multiple deals are created for the same customer in the sales funnel—for example, if a customer contacts you again through a different channel or a manager accidentally creates a duplicate lead. Instead of having several separate deals, the system automatically merges duplicates into a single one, keeping the customer interaction history in one place.
To configure duplicate handling or merge conversations with the same contact number on a one-time basis, go to “Settings” > “Chat” from any section of the messenger and locate the “Customer Duplicates” option.
This feature has the following settings:
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Off — Disables merging contacts by phone number
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Merge Manually — as soon as a duplicate conversation with a customer’s number appears in the messenger, a window will pop up offering the option to merge these conversations.
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Merge Automatically — conversations will be merged automatically
In addition, you can configure the merging of duplicates directly in the sales funnel.
To do this:
Step 1. Go to the sales funnel settings
Open the settings for the desired sales funnel and select the “Merging Duplicates” section.
Step 2. Specify the merging rule
Select which deal to keep when a duplicate is detected:
- Keep the old deal—priority is given to the first deal created, while the new one is considered a duplicate and is merged with it;
- Keep the new deal—priority is given to the most recently created deal, and the previous one is merged with it.
The choice of rule depends on which logic is more important for your business: preserving the history from the very first contact or focusing on the customer’s most recent interaction.
Step 3. Select the stages for merging duplicates
Specify at which stages of the funnel duplicate merging should be applied. This allows you, for example, to avoid merging deals that are already in the final stages (payment, closure) and to apply the rule only to the early stages of the funnel, where duplicates occur most frequently.