TABLE OF CONTENTS
- Who Can Merge Records?
- What Happens When You Merge?
- How to Merge Records
- Document Behaviour While Merging Opportunities or Clients
- FAQs
- PSA Integration Tips
- Tips
Duplicate records can create confusion, clutter, and data errors. Zomentum makes it easy to merge duplicate Clients, Opportunities, and Contacts—so your team can work with clean, accurate data.
This guide explains:
Who can merge records
What happens during a merge
How to merge step by step
Things to consider for Marketing and PSA integrations like HubSpot, ConnectWise, HaloPSA, and Autotask,.etc.
Who Can Merge Records?
To maintain data security, merging is allowed only for users with the right permissions.
| User Role | Merge Access |
|---|---|
| Admin | Can merge any record (Clients, Opportunities, or Contacts), regardless of ownership |
| Manager / Standard User | Can merge records only if they own both the primary and secondary records |
| Contact Merge Exception | If you own a Client, you can also merge that Client’s Contacts |
⚠️ If you attempt to merge records you don’t own, you’ll receive an error message.
What Happens When You Merge?
When you merge two records:
The primary record stays.
The secondary record is deleted.
Data That Transfers to the Primary Record:
Documents
Opportunities
Contacts
Sales history & activities
Empty fields in the primary record are filled from the secondary filled record fields.
Fields with multi-values like say shipping address or multi-select custom fields gets appended to the primary record after merge.
Automations, Approvals, and PSA sync are triggered during the merge
Merge Behaviour by Entity Type
| Entity | What Happens During Merge |
|---|---|
| Clients | Opportunities, Contacts, Documents, and Sales Activities from both Clients will be moved under the primary Client. |
| Opportunities | Documents and Sales Activities from the secondary Opportunity are moved to the primary one. ⚠️ Both Opportunities must belong to the same Client. |
| Contacts | All emails, notes, meetings, and history are moved under the primary client. |
How to Merge Records
1. Select the Primary Record (Taking example of merging Opportunities)
Go to the Opportunity, or Contact you want to keep (Primary).
Click More actions > Merge
2. Select the Duplicate Record
Search for the duplicate (secondary) record you want to merge.
Carefully review the details: name, email, phone, stage, revenue, etc.
If records are linked to PSA tools like ConnectWise, HaloPSA, or Autotask:
You’ll be warned before the merge
You must manually archive or delete the secondary record in your PSA to prevent sync issues
3. Resolve Field Conflicts (if conflicts present)
If there are conflicts preventing the merge then you will see a conflict handling screen.
Conflict Scenarios Handled:
Duplicate Contacts or Opportunities
Opportunities belonging to different Clients
Documents which are in Signature- in-progress status.
In case of multiple conflicts
Document Behaviour While Merging Records
| Document Type | What Happens |
|---|---|
| Signed/Won Documents | Remain unchanged |
| In-progress Signatures | You’ll receive a warning; merge proceeds only when there are no documents in Signature-in-progress status present under the record you are trying to merge. |
| Draft Documents | Updated silently with new entity references |
Note: In case of document in Signature-in-progress status to complete the merge you have to either first go and move the document to terminal stages won or lost, or else cancel the signature- in-progress documents, once done click the Refresh button to check if the conflict still exists.
Clicking Force Cancel will redirect you to the Document Listing page, pre-filtered to show documents linked to the Opportunity you're trying to merge, with the status set to "Signature in Progress.
After you Force Cancel all documents, return to the Merge screen and click Refresh. The related conflict will be resolved and removed from the list.
Note:
All links associated with the secondary record—including document links shared with end clients—will automatically redirect to the merged (primary) record once the merge is complete.
Also it can be a single conflict instead of multiple for example, when attempting to merge Opportunities that belong to different Clients, you'll see a conflict screen with the following instruction:
To proceed with the merge, either merge the associated Clients first or ensure that both Opportunities belong to the same Client.
4. Confirm and Complete the Merge
Review your selections
Click Merge
You’ll be redirected to the updated record
The merge logs will be logged in the History section of the merged record.
FAQs
- Can I undo a merge?
❌ No. Merges are permanent. Always double-check before merging. - Will this trigger Automations or Approvals?
✅ Yes. Merges will trigger sales automations, email triggers, or approval rules. - What if my records are synced with a PSA tool?
If the record is synced to a PSA, you’ll need to manually archive/delete the secondary record to avoid issues. Zomentum will alert you during the merge.
PSA Integration Tips
If you're using tools like ConnectWise, HaloPSA, Autotask, or HubSpot:
Always archive or delete the secondary record in the external system
This ensures clean sync and prevents data duplication
Note: In Autotask, this cleanup is done automatically when the record is deleted in Zomentum.
Tips
Merging duplicate records helps your team:
Avoid confusion
Speed up workflows
Maintain a single source of truth for every Client, Opportunity, or Contact
If you need assistance, contact Zomentum Support anytime, we're here to help!