Duplicate contacts
Review the pairs AI thinks are the same person, and merge them with their whole history.
Included with Smoo Customer Success Bundle, Smoo Growth Bundle and 5 more plansSee plans
The same person ends up in your CRM twice all the time: a work and a personal email, a phone-only lead from a call, a typo. Smoo AI looks for these pairs in the background, and an AI reviews each one and says how sure it is and why.
Merging moves everything — conversations, calls, texts, notes, deals, tasks, tickets and associations — onto the contact you keep. The other contact’s email and phone numbers stay on as alternates, so future calls and emails from either find the right person.
Duplicates is part of CRM Pro (and the AI Pro plans). Only admins, and roles granted “Review & merge duplicate contacts”, can merge.
How to
- 1
Open CRM → Duplicates and read a pair’s evidence.
Each pair shows why it was flagged (same phone, similar name, …) and the AI’s reason and confidence.
- 2
Pick the contact to keep, and which value wins where the two disagree.
The AI pre-selects both; anything only one side has is kept automatically.
- 3
Choose the primary email.
Every address from both contacts is listed and tagged Work or Personal. A work address is pre-selected over a personal one (gmail.com, outlook.com, …); the others stay on the contact as alternates.
- 4
Use Scan now to check every contact right away.
Contacts are checked every night (and fully at least once a week). Scan now checks them all in the background; new pairs appear within a few minutes.
- 5
Merge, mark it Not a duplicate, or snooze it for a week.
A pair you dismiss is not suggested again unless one of the contacts changes.
- 6
Select several confident pairs and use Merge selected.
- 7
Optionally, turn on automatic merging for the obvious ones.
Off by default. Only pairs that share an exact phone or email, with names that agree, at or above your confidence threshold (95% minimum).
- 8
Undo any merge from the Auto-merged or History tab.
Undo puts everything back as it was; anything added to the kept contact since stays there.
If something goes wrong
- The Duplicates page asks you to upgrade.
- Your plan does not include AI duplicate merging. CRM Pro, CRM Enterprise, AI Pro / Business and the Customer Success and Growth bundles do. You can still merge a contact by hand from its page.
- You do not see Duplicates in the menu, or the Merge button is missing.
- Merging needs the “Review & merge duplicate contacts” permission. Ask an admin to add it to your role.
- You know there are duplicates but the list is empty.
- Click Scan now to check every contact. Pairs are found by matching phone numbers, email usernames and names; two contacts with different names and nothing else in common are not flagged.
- Merge says the pair is out of date.
- One of the two contacts was merged into someone else in the meantime. The pair is closed; review the contact that remains.