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Duplicates and merging

Prevent multiple records for the same customer; set the duplicate contact preference and merge existing duplicates.

3 min read

The same customer rings the office and talks to the assistant, then messages on Instagram, then turns up again in an old Excel import. Without the right settings they end up with three records. Duplicates lead to two agents calling the same customer, inflated enquiry numbers in reports and a split history.

Does the assistant create duplicates?

Not as long as the number is the same. When a known caller rings, the assistant adds to their existing record instead of creating a new one. Duplicates usually come from:

  • The customer calling from a different number (a work phone, their partner's phone).
  • A message on Instagram or Messenger; these channels don't carry a phone number, so they don't match automatically.
  • An import where phones were written without +90 or in a different format.

Duplicate contact preference

Squaremeters AI
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Business Profile

Contact Preferences

Allow Duplicate ContactWhen off, the same phone/email is matched to one contact.
2

Primary search

Phone

Secondary search

Email
3
Save4
Settings → Business Profile: Allow Duplicate Contact and search order.
  1. Go to Settings → Business Profile.
  2. Find Allow Duplicate Contact. We recommend keeping it off: a new enquiry with the same phone or email is matched to the existing record.
  3. Set the matching priority: Phone as primary, Email as secondary. Estate agency customers mostly arrive by phone, so make phone primary.
  4. Click Save.

Heads up

Our team sets this up during onboarding, and it affects how the assistant, forms and imports match contacts. Talk to your consultant before changing it. See Business profile.

Merging duplicates

Squaremeters AI
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Contacts

ImportAdd Contact
Smart ListsBulk ActionsTasks
2 selectedMergeDelete
NamePhoneAreaTagsCreated
MÖMert Özkan+90 5•• ••• 77 05AtaşehirsellerOct 3
MOMert Ozkan+90 5•• ••• 77 05—import-2026-10Oct 9
ADAhmet Demir+90 5•• ••• 12 34Kadıköybuyerhot-leadOct 8

Merge Contacts

Master recordAI call · Oct 3Import · Oct 9
1
NameMert ÖzkanMert Ozkan
Email—mert@mail.com
Enquiry typeSellerSeller
AreaAtaşehir—
2

Merging can't be undone.

CancelMerge3
Merge Contacts window: choose the master record and the values to keep.

Select the records to merge in the Contacts table and click Merge on the bulk action bar. In the window that opens:

  1. Choose the Master record. This is the one that remains after merging; usually the record created by the assistant's call, with the conversation and opportunity.
  2. For conflicting fields, pick which value to keep (e.g. one has a blank email, the other has it; one has the area filled in).
  3. Confirm with Merge.

Conversations, call recordings, notes, tasks and opportunities are combined on the master record.

Important

Merging can't be undone. Before confirming, make sure both records belong to the same person. A couple sharing a number, or a father and son with the same surname, can be different customers: one selling their flat while the other looks for a rental.

Finding duplicates

  • Search the phone or email with Quick search; more than one result may be a duplicate.
  • If the ⋮ menu on Contacts offers a duplicate management tool, it scans records by phone, email or name and lists likely groups. It's usually admin-only.

Preventing duplicates

  • Always save phones with +90: +905321234567 and 0532 123 45 67 may look different to the system.
  • Search before adding a contact by hand. See Adding a contact.
  • Use Create and update contacts when importing. See Importing contacts.

Common issues

The same customer has one record from a call and one from Instagram. The Instagram record has no phone, so it doesn't match automatically. Combine them with Merge.

I don't see Merge. You may not have permission, or only one record is selected; select at least two.

Didn't solve your problem?

Ask the assistant or message our support team.