Side-by-side preview
Compare source and destination before confirming, including name, documents, company, address, notes, and custom fields.
OmniSmart Feature · Contact Merge and Deduplication
One customer, one record. All history preserved.
Review two contacts side by side, choose which information stays, and merge lists without duplicating phone numbers or emails. The merge consolidates the customer view and logs what changed.
Preview before confirmingCross-channel mergingAuditable history
differenceMerge contacts
PREVIEW BEFORE CONFIRMING
SOURCE CONTACT
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JMJuliana MartinsWhatsApp · 8 months ago
DESTINATION CONTACT
JMJuliana M. SouzaTelephony · 2 years ago
NameJuliana MartinsSOURCE
Document***.452.***-**SAME
Phone numbers+55 11 9••••-2048 + +55 11 3•••-7812MERGE
Emailsjuliana@empresa.com + jms@empresa.comMERGE
historyHistory and differences will be preserved
mergeConfirm merge
Field by fieldExplicit choice of which value remains
Merge optionPhone numbers and emails combined without duplication
Any channelSource and destination do not need to be the same
Full trailBefore, after, date, and person responsible
Contact database quality
Merging doesn't have to mean choosing one record and losing the other.
WhatsApp, phone, imports, and other channels can create different records for the same person. The interactive preview turns consolidation into a reviewable decision, not a silent replacement.
Highlighted conflicts
Different values receive visual indicators so the user can consciously decide which information to keep.
Combined lists
The Merge option combines phone numbers and emails from both contacts and removes duplicate values.
Cross-channel merging
The destination contact can come from any channel, allowing consolidation of journeys that started in different places.
Merge history
Supervisors and administrators can view merged records and the differences that existed before and after.
Traceable decision
The trail helps review database quality and explain why information was consolidated.
Assisted consolidation
Compare, choose, merge, and keep the decision documented
The platform provides context; the team confirms identity. This balance reduces data loss and hasty merges.
Find the duplicate
Identify two records that represent the same person or company across any channel.
Choose the destination
Define which contact will be the main reference after consolidation.
Review the fields
Compare values side by side and handle each conflict before confirming.
Merge lists
Combine phone numbers and emails when both records contain valid information.
Check the history
Use the merge trail for auditing, governance, and database quality review.
Impact on operations
What changes in practice
The database becomes more reliable when each conflict is reviewed and the merge decision remains documented.
Single customer view
Customer service and management no longer consult fragmented records to understand the journey.
More reliable database
Duplicate contacts no longer inflate volumes and confuse campaigns, reports, and responsibilities.
Less information loss
The preview and the option to merge lists prevent discarding valid data during consolidation.
Audit trail available
The organization keeps a record of who merged, which records were involved, and what changed.
Who it makes sense for
Data quality for multi-channel operations
Omnichannel customer serviceCRM operationsData qualityMarketing and campaignsCustomer SuccessGovernance and audit
Frequently asked questions
Learn more
Yes. The selection of the target contact is not limited to the source channel, allowing consolidation of records from WhatsApp, telephony, and other channels.
No. The preview shows both sides and allows you to decide field by field, highlighting when there is a conflict between values.
The team can choose one side or use the Merge option, which combines the lists and removes duplicate values.
Yes. The preview includes custom fields and the history records the differences before and after.
Yes. Supervisors and administrators can view the contacts involved, previous values, and resulting changes.
Talk to OmniSmart
Turn duplicate contacts into a single journey
See how to review duplicates, preserve valid information, and give your team a more reliable database to work with.
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