I know you showed me how to do this but I can't remember if when merging two contacts if I open up the profile of the contact profile I want to keep or the one I'm trying to merge with the duplicate? I know I click on the drop down arrow in the customer profile and select "merge contact" but not sure which profile to start with....hope this makes sense. thanks!
Re: merging contact
Posted: Tue Mar 22, 2016 1:37 pm
by JohnB
I'm more than happy to remind you!
Whenever you are merging two contacts, you want to start with the contact you want to merge. The record that you start on will be merged into the second record, and the first record will be deleted once the information is transferred over.
Please let me know if this makes sense or if I need to clarify!
Re: merging contact
Posted: Tue Mar 22, 2016 2:00 pm
by Lfrailey173
Great makes sense! thank you!
Re: merging contact
Posted: Mon Apr 04, 2016 7:46 pm
by Lfrailey173
Hi John!
I tried to merge a contact today and it didn't work? The two separate contacts still exist when I search? A new alert box pops up to confirm that I really want to merge the two and I accept it and then it just goes to the merge contact screen? Not sure what I am doing wrong... thanks!
Re: merging contact
Posted: Tue Apr 05, 2016 11:02 am
by JohnB
I'm not quite following what you are describing, but I'll try to help the best I can.
First, here's a video about merging contacts. I believe the alerts you are talking about are discussed around 0:40.
If you can still find two contacts when you search, one of two things must have happened. Either the contacts were not actually merged, or you possibly had started with 3 contacts with the same name.
Please let me know if any of these helps, and feel free to start a screenshare if that will be easier to explain the problem!
Re: merging contact
Posted: Mon Apr 11, 2016 8:01 pm
by Lfrailey173
Thanks for the video! Yes I am doing exactly as shown but it does not merge the contacts. I just tried it with another contact I need to merge and after both contacts still exist. I go to that contact profile in CRM, then on the arrow drop down select "merge contact" which brings up the merge contact page. I then search for the duplicate contact select it and then click "merge." A pop up then appears saying "are you sure you want to...." which I click "ok" to and then it just goes back to the merge contact page which is blank instead of bringing up the main profile of the merged contact as the video shows. When I then go and search both profiles still exist separately? Is there a glitch in our system?
Re: merging contact
Posted: Tue Apr 12, 2016 9:34 am
by JohnB
Thank you for the detailed description! I better understand your issue now. I'll make sure we look into this right away and I will let you know when I have more information!
Re: merging contact
Posted: Tue Apr 12, 2016 11:23 am
by JohnB
This has been addressed and you should now be able to merge your contacts just as you could before. Please let me know if you have any more difficulties merging 2 contacts!
Re: merging contact
Posted: Tue Apr 12, 2016 1:03 pm
by Lfrailey173
Just tried and it's working now! Thank you!!
Re: merging contact
Posted: Tue Oct 18, 2016 3:42 pm
by Rosie2259
I'm not showing a merge contact option on the drop down menu. : (
Re: merging contact
Posted: Tue Oct 18, 2016 5:06 pm
by JohnB
What options do you see when you click on the dropdown menu?
Re: merging contact
Posted: Fri Nov 04, 2016 4:13 pm
by Rosie2259
I see Reset Password, Send Password, Convert to Reseller, and delete
Re: merging contact
Posted: Fri Nov 04, 2016 4:51 pm
by JohnB
There should be an option to "Merge Contact" right after "Convert to Reseller" and just before "Delete."
At this point, it may be best if you could start a screenshare so we can look at your screen together. Since it is late on a Friday, unfortunately we won't be able to do this until next week. But as soon as you have some time next week, I'd love to get in a screenshare with you and find out what's going on!
Here's a video on our support options and how to start a screenshare in case you need it: