Link contacts to customers and merge duplicates

Every conversation has a contact: the person or company writing. Kluvan links a contact to a customer record only when the phone number or e-mail matches exactly one customer; otherwise you decide. When the same person shows up as two contacts, merge them.

Before you start

• You need Reply to customers in the inbox to link or create a customer, and Assign and hand over conversations to merge contacts.

Steps

Link a contact

1. Open the conversation in Inbox. The Contact panel on the right says Not linked to a customer record yet.
2. Under Possible matches (never linked by themselves):, select Link to … on the right customer.
3. If there is no match, select Create a customer record. A customer is created from the contact's name, phone and e-mail.

Merge duplicates

1. Open Inbox and select Duplicate contacts.
2. Read each pair and why it is listed: same customer record, same name or same phone or e-mail.
3. Select Merge on a pair that is one person.
4. If you merged by mistake, select Undo the merge in the message that appears.

Good to know

• Never linked silently. When a phone or e-mail fits more than one customer, Kluvan adds a note listing them and waits for you.
• What a merge does. Every conversation, phone number, e-mail and the customer link move to the kept contact. The other one stays as a pointer, so old links still work.
• Undo for 30 days. A merge can be undone for 30 days; after that it stays.
• Two customer records. Two contacts linked to two different customer records cannot be merged; merge the customers first.
• The contact panel then shows the customer's open invoices, quotes, tickets and work orders, as your rights allow.