Learning Objectives

You will learn how to locate clients who have a duplicate profiles and how to merge them together to create 1 client profile.

How to locate and use this tool

  1. First get to the Manager Tools page.
  2. Click Merge Duplicate Clients under "Client" settings.
  3. Look up the account that you want to keep using last name, first name, or client ID. Search by full name or by part of a name (no need to type the entire name).
    • Note: Search can be sensitive to punctuation, so searching for "OBrian" would not pull up someone whose name was entered "O'Brian" and vice versa. You should keep whichever account has the most accurate contact and billing information; all other account details and information (pricing options, purchases, documents, and visits) will be merged into one.
  4. Look up the duplicate account that you want to merge and remove. Again, you can look up by last name, first name, or client ID. The contact info you see will be deleted, but its visit records, pricing options, and documents will merge.
    • Note: If you come across a client that has two different active profiles, with different client ID numbers, you can still search by the client id that you have for the client and then use the name for the client you will merge.
  1. Compare the accounts side by side. Anything displayed in red text represents the information that doesn't match what's in the account on the left side of the screen. Copy and paste the information that you'd like to keep from the right to the left, or leave it as is.

Things to Know Before Merging

  1. If a field on the left is blank, the information from the right will not be merged over. This information will need to be manually copied from the right into the left side. However, if a field is filled in for both accounts, the merge tool will prioritize and use the information that is there in the left column, deleting the competing information on the right. See more specifics below.
  2. If the client record you want to delete has a login for consumer mode, while the client record you want to keep does not, then the login information for the deleted account will be retained.
    • This also applies if the account you are deleting has saved billing information, but the account you're keeping does not.
  1. Credit Card/Billing information:
    • Credit card/billing info on the right will still be displayed in red regardless of whether or not there is billing info entered in on the left.
    • If there is no billing info on the left, the billing info on the right will be merged over.
    • If there is already billing info on the left, then the billing info on the right will not merge.
  2. Visit History, Payment History, Uploaded Documents, contact logs, client types, and client relationships will all merge.
  3. Be careful - once merged, client accounts cannot be separated.

Complete Client Merge

  1. When you're ready to delete everything in red, click on the Merge Clients button at the bottom of the screen.
  2. From there, click Back to return to the Merge Duplicate Clients page, or click to See Client's Profile.
  3. Be sure to log out and back in after doing a merge. After merging, the "remove" profile will still show in the "Search for or Jump to a Client" box under the recently accessed profiles. While it will be gray/inactive, it is still selectable. By logging out and back in, it will no longer show.

Profile content that WILL merge

The following list is what is kept or added to the merged profile:

  • Documents
  • Relationships
  • Credit Card information/Billing Information
  • Login Information (only if email and password are assigned, and only if the "Keep" client does not have login information).
  • Client Types (ex. ILKB Registration)
  • Account credit
  • Contact Logs
  • Visit History
  • Payment History
  • Uploaded Documents

Profile content that WILL NOT merge

Some of the content from the profile you wish to remove will not be added to the profile you wish to keep. These include:

  • Address
  • Liability waiver agreement status (signed documents are maintained, however)
  • Referral type
  • Emergency Contact Information
  • Custom Fields
  • Notes
  • Birthday
  • Gender
  • Profile History (Creation Date, Created By, First Contact Date and Last Login)
  • Alerts
  • Membership status (To fix this, we recommend making membership status changes in the client profile after the merge.)