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What merging does

Merging combines two duplicate records into one. You pick the record to keep (the primary, or survivor) and the record to merge into it (the duplicate). Reevo moves the duplicate’s data onto the survivor, then archives the duplicate. Use merge when the same company or person exists twice in your CRM, for example “Acme Inc.” and “Acme Corporation”, or “Jane Smith” and “J. Smith”. Merging is available for accounts and contacts, and both use the same guided wizard. The merge wizard gives you control over what carries forward: you resolve field-level conflicts, decide which values win, and review every linked record before anything changes.
Merging cannot be undone. The duplicate record is archived and its data is folded into the survivor. Always use the final preview step to confirm before you merge.

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Before you start

You need edit access to the records you want to merge. If you cannot edit a record, the Merge action does not appear on it. Merging is available on account and contact records only. Both records must be the same type. You cannot merge an account into a contact.

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How to merge two records

  1. Open the detail page of either record you want to merge.
  2. Open the More actions menu (top right of the record) and select Merge.
  3. The merge wizard opens on Select records. Work through its four steps below.

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Step 1: Select records

Choose which record survives and which one merges into it.
  • The primary record is the survivor. It keeps its ID and is marked with a star.
  • The duplicate record is merged into the primary, then archived.
Use the radio controls on each row to set which record is primary and which is the duplicate. You can also add more candidate records to compare before locking in the pair. The merge always runs on exactly one pair: one primary and one duplicate.

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Step 2: Review fields

This step is titled Review and resolve field conflicts. It shows a side-by-side table of the two records’ field values so you can decide which value the merged record keeps. The table has four columns:
  • Fields: the field name.
  • Preview: the value the merged record will have, based on your current choices.
  • Primary: the survivor’s current value.
  • Duplicate: the other record’s value.
By default the table shows only fields where the two records disagree (conflicts). Select View all fields to see every field, or Show only conflicts to collapse back. To resolve a conflict, click the value you want in either the Primary or Duplicate column. Your choice highlights and flows into the Preview column. To take one record’s values for every conflict at once, hover its column header and select Select all. You can also type a custom value directly in the Preview column for editable fields, instead of picking either side.
Fields that Reevo calculates for you (such as rollups and other read-only fields) are shown for reference but cannot be edited or resolved. Their value is derived automatically after the merge.
For fields that point to another record (such as Owner, Owner Team, or Created By), the table shows the linked record as a chip with its name, not a raw ID. This lets you see exactly which person or team each side refers to while you choose a winner, without leaving the wizard.

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Step 3: Review linked records

This step shows what happens to the records connected to each side, and lets you resolve association-level conflicts. Role conflicts. When both records share an association to the same third record but with a different role or title, the wizard surfaces it so you can pick which to keep. For an account merge this appears as Contact role conflicts (a contact with a different role on each account). For a contact merge it appears as Account role conflicts (the two contacts hold a different role on the same account). Choose the value to keep on the surviving association. Records being carried forward. Below the conflicts, the wizard lists every linked record that will move to the merged record, such as contacts, opportunities, and custom-object records. Everything listed here is preserved on the survivor.

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Custom association transfer

Custom associations on the duplicate record are transferred to the survivor as part of the merge. The links are copied onto the surviving record and removed from the archived one, so associations to your custom objects are never lost.

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Step 4: Preview and merge

The final step summarizes the merge before you commit: the surviving record, the record being archived, and totals for what moves across (records merged, contacts, opportunities, and activities). Review the summary, then start the merge. Most merges finish within a minute. You can track progress from the notification Reevo posts, or from the job status page under Settings > Integrity Jobs.

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After the merge

  • The duplicate record is archived, not deleted. Reevo does not hard-delete records during a merge, so history is preserved.
  • Associations, activity history, contacts, opportunities, and custom-object links are consolidated onto the surviving record.
  • Every field the merge changed on the surviving record is tagged in Field History with a Data integrity job source. Open Field History on the record to see which values changed and open the merge job that made the change.

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Troubleshooting / FAQs

No. A merge cannot be reversed once it runs. The duplicate is archived and its data is folded into the survivor. Use the Preview and merge step to confirm everything is correct before you start.
Pick the record you want to keep as the system of record, usually the one with the correct ID, the cleaner data, or the wider set of associations. You resolve individual field values separately in the Review fields step, so choosing a primary does not lock you into all of its values.
Its field values are available to select in the Review fields step, and its linked records (contacts, opportunities, custom-object associations, activity history) are carried forward to the survivor. The record itself is then archived.
Fields that Reevo calculates automatically (rollups and other read-only fields) cannot be resolved by hand. They are shown for reference, and their value is recomputed on the merged record after the merge.
Merge requires edit access to the record, and is available on accounts and contacts only. If you do not have edit permission, the action is hidden. Ask your admin if you believe you should have access.
Open Field History on the surviving record. Fields changed by the merge carry a Data integrity job source that links to the merge job, so you can trace exactly what was updated and by which merge.
Most merges complete within a minute. Larger records with many linked items can take a little longer. Reevo notifies you when the job finishes.