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CRM & contacts

Duplicate contacts

How watsi detects repeated contacts by phone or email, how to review them in Possible duplicates and what a merge keeps. Nothing is merged without your approval.

watsi detects possible duplicate contacts when two records share the same phone or email and proposes them in Contacts, under the Possible duplicates button; it never merges them without your approval. This happens, for example, when someone writes to you on Instagram and later on WhatsApp, or gives their phone number to the agent in the conversation. When you merge, the whole history ends up in a single contact.

Review duplicates

  1. 1

    Open the list

    In Contacts, click Possible duplicates (N). The button only shows up when there are pending proposals.

  2. 2

    Compare

    Each proposal shows why they match (for example, phone: …) and the details of Contact A and Contact B.

  3. 3

    Decide

    Merge joins the two contacts. Dismiss closes the proposal and leaves both as they are.

What a merge keeps

  • Contact B stays and Contact A goes away. You can't choose which one is kept.
  • Everything Contact A had moves to Contact B: conversations, appointments, source and the rest of its history.
  • Contact B keeps its name, email and photo; it only takes Contact A's when its own are empty. If both have the same field, Contact B's wins.
A merge can't be undone from the app. Check carefully before clicking Merge.