How do I merge duplicate contacts in Whippy?

Merge duplicate contacts when you need to combine two contact records into one accurate record while preserving access to prior conversation history.

Before you start

• Confirm which contact record should remain after the merge.

• Confirm you have permission to update contacts.

• Review both contacts carefully before merging.

Steps

1. Open the contact record you want to keep.

2. Click the three-dot menu in the contact panel.

3. Select Merge Contacts.

4. In the search field, enter the duplicate contact's name, phone number, email address, or external ID.

5. Select the matching contact from the search results.

6. Review the selected contact to confirm it is the correct duplicate.

7. Click Merge.

8. Verify that the remaining contact contains the correct phone number and contact information.

View previous conversations from the old number

1. Open Inbox.

2. Enter the old phone number in the Inbox search bar.

3. Select the matching conversation from the search results.

4. Review the previous messages associated with that phone number.

Tips

• Open the contact record you want to keep before starting the merge.

• Search by phone number, email address, or external ID when names are similar.

• Merge duplicate contacts before adding contacts to campaigns, sequences, or segments.

• Review communication preferences, tags, and contact details after the merge.

Troubleshooting

• If Merge Contacts is not visible, ask an admin to review your contact permissions.

• If no contacts appear in search results, enter at least three characters and try a name, phone number, email, or external ID.

• If the Merge button is disabled, select a contact from the search results and wait for loading to finish.

• If you cannot find messages from the old number, search the old phone number in Inbox.