Need to be able to de-duplicate SMBs possible clients in CRM
under review
j
jon kersey
I have brought this up before but when a client has all connections set fb insta, web chat text, and someone comes through the webchat or text and makes a profile if that same possible client comes through fb later the system makes a second person and when a the SMBs realize oh this person is this other person so let me add their number or email which is given in a fb or insta convo the system says this # or email exist already but from there the SMBs forced to keep two diff platforms and they cant go to the other profile of client and add the fb or insta connection theres no way to merge 2 possible profiles as one when they match data. so they are stuck talking to one in fb and the other the real way can we please upvote this to be fixed
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Gabriel Tsoi
marked this post as
under review
Thanks for raising this again, we understand how frustrating this scenario can be for SMBs. The main challenge is that Instagram and Facebook do not provide consistent identifiers we can use to reliably detect duplicates. Because of this, the system often can’t automatically determine that two profiles belong to the same person.
That said, we agree that the ideal solution is to allow duplicates but give users a way to merge them later once they confirm they’re the same contact. This would prevent SMBs from getting stuck managing conversations across multiple profiles.
A flexible merge experience is something we are planning to explore as part of our 2026 roadmap, and your feedback helps reinforce the importance of this improvement.