What it is
QualiFlow treats two records as the same person only when they share an exact email address or phone number. It never matches by name, Messenger or Instagram profile, or address, and it never merges by itself. When the same customer ends up in Contacts twice, an Owner merges one record into the other from the Tags & duplicates card.
Duplicates often come from a customer who texts from one number but gave you another number or an email, a Messenger or Instagram customer with no phone or email yet, or a contact typed in with only a name. When a customer gives a detail that already belongs to another contact, Aria doesn't add it; My Work gets a task such as "Check a phone number given on SMS".
How to use it
- Choose which record to keep: the one with the history you need, and the one with any opt-out (a restricted record can't be merged into an unrestricted one).
- Check that the record you will merge away has no conversation you still need. A merge pauses its conversations.
- Open the record you keep and select Open full profile.
- On Tags & duplicates, select Merge a duplicate….
- Under Find the duplicate, search by name, email or phone and select Search.
- Select Review merge on the right person. Read Facts that differ (kept on each record) and Added to the kept record.
- Add a Reason (optional), select Merge records and confirm.
- To undo it, open the kept record and select Unmerge next to "Merged in: name".
What the data means
A merge moves very little. Tags and list memberships the kept record lacks are added to it. A postal address moves only if the kept record has none. Emails, phones, permission and restrictions are never copied between people, and conflicting facts are not overwritten. Conversations, notes, opportunities and visits stay on the merged record.
The merged record moves to Trash, its pending outreach stops and is never replayed, and its conversations are paused. It can't be restored from Trash directly; use Unmerge on the kept record. Unmerge brings it back as its own contact and removes only the tags and lists the merge added; its conversations stay paused.
After the merge the kept record's history shows "Merged in: name". The message "Records merged. Both histories are kept." confirms it.
Possible issues and fixes
Merge is blocked
Symptom: Review merge shows a blocker, such as "The record to merge is in Trash. Restore it first."
Why: Either record is in Trash, the record to merge already holds merged records, or it has an opt-out the kept record doesn't ("Restrictions are never copied, so keep the restricted record instead.").
Fix: Restore a Trash record first (Trash, tick, Restore). For a restriction, start again from the restricted record as the one you keep. For earlier merges, keep that record instead or unmerge them first.
How to check: Review merge shows no blocker and Merge records can be selected.
"One of these Contacts changed"
Symptom: After Merge records you see "One of these Contacts changed. Review the merge again before confirming."
Why: Someone edited one of the records while the preview was open.
Fix: Close the preview, select Review merge again and confirm.
How to check: "Records merged. Both histories are kept." shows.
After a merge, Aria stopped answering or the messages aren't on the kept contact
Symptom: The other phone, the chats or the deals aren't on the kept record, or the customer's conversation is paused.
Why: A merge moves nothing between records, and it pauses the merged record's conversations. While a contact is in Trash, QualiFlow won't resume automation or send a staff reply on its chats.
Fix: Select Unmerge on the kept record, then Hand back to Aria in the Inbox. To have the other phone or email on the kept record too, add it in Edit contact → Contact channels and tick the review box on Possible shared identifier.
How to check: The unmerged contact is out of Trash and a reply from the Inbox is sent.
