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Merge duplicate customers

Join two records of the same customer into one, keeping their bookings, travellers, quotations, points, credit and chats.

How toUpdated

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Merge when the same customer was saved twice, for example once with a mobile and once with an email. You keep one record and the other one's history moves into it.

Before you start

  • You need permission to add and edit customers.
  • Decide which record to keep: usually the one with the most bookings or the most complete details.

Steps

  1. Open the customer you want to keep.
  2. Open the ⋯ menu at the top of the file and choose Merge a duplicate into this customer. The Merge a duplicate window opens. It says that the bookings, travellers, leads, quotations, loyalty points, credit, chats and customer-app sign-ins of the other record move to this customer, and that the empty record is then removed.
  3. Under Same mobile or email, press the record that is the same person. Records with the same mobile or email are suggested here.
  4. If the other record is not suggested, find it under Or find the other record: type a name or a mobile and pick it.
  5. Read the warning: the other record "will be removed after the merge, once everything has moved. This cannot be undone."
  6. Press Merge.

After you merge

  • The message "… merged into …" appears.
  • Everything moves in one step: the other record's bookings, travellers, leads, quotations and customer messages now belong to the customer you kept.
  • Its loyalty points and credit are added to the customer you kept, its customer app chats move too, and anyone signed in to the customer app with that record is now signed in to the customer you kept.
  • If the kept customer had no mobile, email or Arabic name, they are taken from the other record. Tags are combined and notes are joined.
  • Only the other record, now empty, is deleted. It no longer appears in Customers.

Warning

A merge cannot be undone. Check that both records are really the same person before you press Merge.

If something goes wrong

  • Merge a duplicate into this customer is missing: your role cannot edit customers. Ask the agency owner.
  • Merge stays greyed out: you have not picked the other record yet.
  • Customer not found: one of the two records was already deleted or merged by a colleague. Refresh the page and check the list.

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