Merge Contact

When your contact has identical entries (same person with same number or e-mail) saved multiple times in the contacts list, removing all the duplicate entries from the list becomes necessary. Such a process is sometimes also referred to as merging the contacts.

For example, when a customer sends a message from several different channels, it will make the customer's contact stored differently in the contact list. In this feature, 3Dolphins makes it easy for you to be able to merge these contacts into one.

Before merging contacts, make sure that you have access to merge contacts. Because, if the user does not have access to merge contacts, the user will not find the merge contact button on the ticket it handles. This privilege only belongs to the Administrator.

In order to have access to merge contacts, you can go to the Administration menu then go to User Management. Then, click the User tab. Next, you will choose the selected user and click the ‘Edit’ button ( ). You will see a pop-up to edit user, then go to tab Dashboard and Privilege and you can tick on the feature ‘Allow to Merge Contacts’.

Allow to Merge Contact

On the customer contact page, you can select a contact and click the 'Merge Contact' button ( ). Then, in the pop-up of merge contact, you can search the contact based on 'contact name' and tick the selected contact then click the 'Merge' button.

Merge Contact

After the contacts are successfully merged, you will see a success notification and the secondary contact will be deleted and cannot be restored. If you want to check merge contacts by clicking on the contact then, the contact will be viewing on 360 customer view pop-up like the image below.

Result Merge Contact