Merging Contacts

SOLVE
realizeit
Top Contributor

When I merge two contacts, it would be nice if the newly merged document included all the data of the two. I just did a merge and lost the phone number, job title, and all the other info that I'd spent much time collecting. A real PITA.

1 Accepted solution

Accepted Solutions
Phil_Vallender
Solution
Most Valuable Member | Diamond Partner

Hi @realizeit

 

 The contact object in HubSpot only has one of each main property inside. So, when merging two contacts, losing some data is possible and is the intended behaviour of the app. 

 

For most contact properties, merging two contacts will result in the fields that have updated most recently being kept. Full details on the merge function are here: What happens when I merge two contacts?

 

Hope that helps.

Phil Vallender | Inbound marketing for B2B technology companies

View solution in original post

11 Replies 11
Phil_Vallender
Solution
Most Valuable Member | Diamond Partner

Hi @realizeit

 

 The contact object in HubSpot only has one of each main property inside. So, when merging two contacts, losing some data is possible and is the intended behaviour of the app. 

 

For most contact properties, merging two contacts will result in the fields that have updated most recently being kept. Full details on the merge function are here: What happens when I merge two contacts?

 

Hope that helps.

Phil Vallender | Inbound marketing for B2B technology companies

View solution in original post

realizeit
Top Contributor

But..I don't like the "intended behavior of the app." %-)

Evans4316
Contributor

I don't like the solution either....Especially if I want to designate one Contact as the primary and then merge the second Contact into it.  Right now...the Contact with the most current activity is designated as the Primary arbitrarily (or by Hubspot design).

 

At a minimum, it would be nice if it created a note or something.  I think more work is needed here. 

 

 

Gameblr-Vincent
Participant

Some fields (including lists) are just overrided ; it is not the most recent one kept up.

For example, if I merge a contact being part of a list into a contact without list, the result will have no list.

That makes no sens !

Best would be, in case of conflict of unruled case, to ask to the client : pop-in with two tables, primary and secondary info ; keep or don't.

Best example is the conflict resolution of GIT, your developers must know about it Smiley Happy

0 Upvotes
tankney
Participant

Merging contacts is always a horrible task for me.  In a perfect world, I could merge through a screen that shows the properties for contact 1 on the left and contact 2 on the right and I can select which fields I would like to keep.  Keeping the most up to date field is not always the best or relevant information to keep.

Evans4316
Contributor

I so agree!! Drives me crazy~

0 Upvotes
deborahfelicio
Participant

totally agreed! We have some serious issues with losing info as our check boxes gets replaced rather than merged or combined. Simpler CRMs (we came from Agile CRM) had  that option and it was great.

0 Upvotes
Rachel_KL
Participant

I really need the ability to "pick and choose" which fields overwrite when merging.  Sometimes I want info from contact a and sometimes I want other info from contact b.  Merging them together should give me the ability to have the best of both worlds, or in this case, contacts.  I don't want the most recent.  I want what's accurate or what most accurately applies to a contact.

Evans4316
Contributor
I totally agree on this one! Well said Rachel!
 

@Rachel_KL wrote:

I really need the ability to "pick and choose" which fields overwrite when merging.  Sometimes I want info from contact a and sometimes I want other info from contact b.  Merging them together should give me the ability to have the best of both worlds, or in this case, contacts.  I don't want the most recent.  I want what's accurate or what most accurately applies to a contact.


0 Upvotes
joseph_cone
Participant

Adding my two cents here to keep this conversation alive... we have many contacts that we NEED to be able to manually pick which property should stay on the merged contact.  Most recent does not necessarily = most accurate.  Even a more basic CRM like Keap allows for this: 

joseph_cone_1-1613529190554.png

 

Please HubSpot product team, make it so. 

0 Upvotes
TiphaineCuisset
Community Manager

Hi @joseph_cone 

 

Thank you for reaching out. 

 

This is not possible at this stage within HubSpot, I'd recommend upvoting this Idea in our Ideas Forum regarding this. You can also subscribe to the idea (Options > Subscribe) to get notified if the status changes. 

 

Thank you

Best

Tiphaine


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