Merging Contacts

Sometimes, you might find that two or more different contacts should be merged into one record. This could be for various reasons, for example, the same contact might have inadvertently been added more than once. When you merge two contacts, choose the contact that should remain in the list. This will be the primary contact. The second contact you choose disappears from the contact list, and all its interaction history is combined with the interaction history of the primary contact. You can repeat this action as often as necessary. Each time, the primary contact is the one that remains in the list, and the second contact is removed from the list.

To merge two contacts:

1. In the Customer Info Tool, click the double-headed arrow for the primary contact.
   
   

   Open

   

   
   
   

2. The Confirm dialog box that appears, Note that the name of the primary contact is displayed in the message.
   
   

   Open

   

   
   
   

3. Click the drop-down list to select the second contact, and then click OK.
   
   

   
   
   

4. The second contact has disappeared from the contact list, and only the primary contact remains. When you view the interaction history for the primary contact, the combined history of the contacts is displayed.
   Note: For more information about viewing the interaction history of contacts, see https://mycontactcenter.atlassian.net/wiki/spaces/TK/pages/1077412042 .