If you update a guest’s email address or mobile phone number to one that is already associated with another contact record, OnceHub displays the Merge Contacts prompt. This allows you to merge duplicate contacts into a single record, helping maintain one complete record for each guest.
For an overview of how contacts are managed in OnceHub, see Managing Contacts in OnceHub article.
How Contacts are Identified
To prevent duplicate records, OnceHub automatically runs a matching process whenever an activity, import, or manual update occurs. OnceHub checks for matching record using the following sequence:
- Email address (Primary identifier): OnceHub searches for a matching email address across existing records.
- Mobile phone number (Secondary identifier): If no matching email address is found,OnceHub checks for a matching mobile phone number.
If a match is found, OnceHub flags the record as a duplicate, initiates the merge process, and updates the existing record with the incoming information.
For more details, see our How Contacts Are Identified In OnceHub article.
Understanding the Merge Process
When the Merge Contacts prompt appears, OnceHub combines information from both contact records using the following rules:
- Add missing values: If the new contact record contains a value for a field that is blank in the existing record, that value is added.
- Update existing values: If both contact records contain a value for the same field, the new value replaces the existing value after you confirm the merge.
- Keep existing values: Blank fields in the new contact record never overwrite existing values.
Permission requirements: You can only merge contact records only if you have permission to access both records. For more information, see User Roles and Their Permissions article.
