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Considerations for Merging Duplicate Contacts
Keep these considerations in mind when you merge duplicate contact records.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: all editions |
Primary Account
In Lightning Experience, you can merge contacts that have different primary accounts unless the contact is associated with a portal user. In Salesforce Classic, you can merge only contacts that have the same primary account. The primary account is the account listed in the Account Name field on the contact record.
Data Privacy Preferences
When you merge duplicate leads or contacts, you also associate a data privacy record with the primary record. If you selected the option to retain the most recently updated data privacy record for merging leads and contacts, we associate the correct record for you. Otherwise, we prompt you to select the one you want to retain for the records you merge.
Redundant Relationships
If you try to merge contacts that are indirectly related to the same account, Salesforce displays a message suggesting that you remove the redundant relationship. On contact records, indirect relationships are managed from the Related Accounts related list.
Contact Roles
When contacts are merged, contact roles on non-master contacts lose their status as the primary contact.
Portal Users
When you use Lightning Experience to merge contacts associated with portal users, the portal user status isn’t shown during merging. The merged record retains the portal user status of the primary record. When you use Salesforce Classic to merge contacts associated with portal users, the portal user status is shown during merging. You choose the portal status you want to retain in the merged record. In both Lightning Experience and Salesforce Classic, the primary contact must be associated with a portal user. The merged contact retains the portal user status of the primary contact. If a non-master contact is associated with a portal user, that user is deactivated.
Campaigns
When duplicate contacts that are members of different campaigns are merged, Salesforce retains the Member Status Updated date for each campaign the merged contact is a member of.
Related Items, Chatter Feeds, and Attachments
When duplicate records are related to items such as campaigns or activities, Salesforce relates the items to the merged record, with some exceptions. Chatter feeds are retained from the primary record only. Salesforce Files attached in the Chatter feed or Files related list are retained in the merged record.
Hidden and Read-Only Fields
Salesforce retains any data in hidden or read-only fields, such as sharing settings from the primary record. Hidden fields aren’t shown while you merge. A merged record retains the Created By user and Created Date from the oldest record merged, regardless of which record is the primary. The record shows the merge date as the Last Modified By date.
