Duplicates and merges

Join into one record the person you have twice, with their conversations and their notes. Duplicates turn up on their own: the same person writes from another number, somebody creates the record by hand without searching first, an import repeats a row.

Wrap does not merge on its own: it detects, it proposes, and you decide.

How it detects

Wrap notes the pair as a possible duplicate when an inbound message or an edit makes two contacts share a handle, and keeps the reason:

• Same email
• Same phone
• Same Instagram
• Same identifier
• Import

Wrap does the same when an import repeats a contact.

Read the reason before you decide: it tells you what the two records share.

Reviewing

Review the waiting pairs from the duplicates banner on the contacts list, which tells you how many there are.

Decide each pair:

• Merge, if they are the same person.
• Dismiss, if they are not. Wrap never proposes it again.

What merging does

Pick which record survives and which is absorbed. Wrap does all of it in one operation: either the whole thing lands, or none of it does.

• Wrap combines the identities. The absorbed record's identities stop being primary, unless the survivor has no primary of that kind.
• Conversations, notes, deals, follow-ups and alerts move to the survivor.
• Custom fields move too. Where both had a value in the same field, the survivor's wins.
• Wrap fills in the empty fields from the absorbed record. Values already there stay as they are.
• Marketing consent flips to yes only if it arrives with its evidence, the date the person gave it. A permission with no date is not inherited.

The absorbed record does not disappear: it keeps pointing at the one that won. The history stays readable and an old link lands in the right place.

Wrap refuses to merge a contact with itself, one already merged or a deleted one, and tells you why.

No merge happens on its own: a person always starts it.

Merging by hand

From a contact record, pick another one and merge them without waiting for Wrap to suggest it. The record you start from is the one that survives; the other is absorbed.