Merging Two Contacts

1. When to Delete vs. When to Merge

1. Delete
   • The duplicate contact is brand new or empty, with no significant data (no email threads, notes, deal associations, etc.).
   • The person is unquestionably the same, but the newly created record adds no value.
2. Merge
   • Both contacts have valuable history: emails, calls, tasks, or notes you want to keep.
   • You need to unify everything under a single “master” contact so you don’t lose track of important data.

2. Steps to Merge Two Contact Records

Step 1: Identify the Duplicate Contacts

1. Search by Name or Email
   • In Contacts > Contacts, type the name or email to see if multiple records exist.
2. Verify They’re Truly the Same Person
   • If you see “Will Smith” and “William Smith,” confirm they share key data (e.g., same phone number, same employer, or same email domain).

Step 2: Choose Which Record Will Be Primary

HubSpot will ask you which contact to merge into which. The Primary record will remain after merging; the other (or “secondary”) record’s data is transferred over.

1. Primary Contact
   • Typically the record with the best or most up-to-date information (correct name spelling, current email).
   • Also consider which record has the more complete activity timeline.
2. Secondary Contact
   • The secondary record’s data (emails, calls, notes) will be added to the primary record.
   • The secondary contact’s record will then be deleted/merged and no longer appear as a separate entity.

Step 3: Initiate the Merge

1. Open the Primary Contact Record
   • Navigate to Contacts > Contacts, then select the record you want to keep.
2. Actions > Merge
   • In the upper right corner (or depending on your UI), click Actions or a settings/gear icon.
   • Select Merge from the dropdown.
   • A pop-up will appear asking you to search for the other contact you want to merge.
3. Search for the Secondary Contact
   • Type the name or email of the duplicate record.
   • Once found, select it.
4. Confirm Merge
   • HubSpot will ask for confirmation. Note that merges are permanent—after merging, the secondary record can’t be restored separately.
   • Click Merge to proceed.

Step 4: Result of the Merge

1. Unified Timeline
   • Emails, calls, tasks, notes, and deals from both records will combine under the primary record.
   • Any property values (like phone number, job title) that were blank on the primary record but filled on the secondary record may be carried over.
2. Secondary Record Disappears
   • The old/secondary contact will show as “Merged” in HubSpot. You won’t see it in contact search results.
3. Check the Final Primary Record
   • Look at the primary contact’s timeline to ensure everything looks correct.
   • If multiple email addresses exist for the contact, you’ll see them listed under Additional email addresses.

3. Best Practices & Tips

• Verify Before Merging: Once merged, you can’t “un-merge.” Make sure you’re merging the correct duplicates.
• Choose the Right Primary Record: Consider which record has the more accurate name, email, or lifecycle data. If you inadvertently choose the less complete contact as primary, you might overwrite property values or keep outdated info.
• Use Duplicate Management Tools: If you’re on a paid HubSpot tier (Professional or Enterprise), you have access to Duplicate Management in HubSpot’s Data Management settings, where HubSpot suggests duplicates to review and merge.
• Periodically Check for Duplicates: Especially if you import contacts often, do a monthly or quarterly review to spot potential duplicates.