How to merge duplicate contacts
Combine two records for the same person into one. The conversations from the duplicate record move to the contact that stays.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
The same person can end up with two records, for example when they write from a new number. Merging brings everything into a single contact, so the history doesn't stay split up.
Where to find it in Cognizy
Before you start
- Decide which record stays. This is the one you'll merge from.
- The merge can't be undone.
Step by step
- Step 1:
Open and click the name of the contact that will stay.
- Step 2:
On the contact's page, click the More actions button, next to Edit, and choose Merge.
- Step 3:
In the Merge contacts window, search for the duplicate record by name, email, or phone, and check its box.
- Step 4:
Click the Merge 1 contact button, at the bottom of the window. The name of the contact that stays appears right on the button.
- Step 5:
The window closes and only one record remains. The conversations from the duplicate contact are now in its Timeline.
How to know it worked
The contact list shows just one record for the person, and the conversations from the duplicate appear on their page.
If something goes wrong
The duplicate record doesn't show up in the search.
Search for information only they have, like the new phone number. If it still doesn't show up, check the contact list to make sure it wasn't deleted.
Next step
Export the now-clean contact list to a spreadsheet.
Sign in with your Cognizy account to save your progress.
Sign in