Duplicate client records usually turn up after a bulk import, or when a client has also been created through online bookings. Merging consolidates the appointments, notes, invoices and files from both records into a single one, so you're working from one client history instead of two. Merging is permanent, so it's worth checking both records before you start.
This guide covers what to check before you merge, what a merge does and doesn't bring across, how to merge two client records, and what to do if you can't find the record you're looking for.
Before you begin
You can't merge a client who is on the waitlist screener. Accept or reject them onto the waitlist first.
You can't merge an active client record with an archived client record. Restore the client record before you merge.
Check both records before you start, so you know which one you want to keep.
Merging client records and accounts is permanent and cannot be undone.
Merge two client records
The steps below outline how to merge a duplicate record into the record you want to keep.
Go to the Clients tab.
Select the client record you want to keep. This is the primary record.
Click the Actions drop-down, then select Merge.
Select the duplicate record you want to merge into the primary record.
Enter the client's name in full.
Select I understand the consequences, merge [client name].
Things to Note
What a merge brings across: Appointments, notes, invoices and files from the duplicate record are consolidated into the primary record.
SMS conversation history after merging
The SMS modal shows the threaded conversation view for the primary record only. If the primary record didn't already have an SMS thread of its own, that threaded view won't appear after the merge.
No messages are lost. All SMS history stays available on the client's Communications tab.
Troubleshooting
I'm unable to locate the other client record to merge with my active client record, even though they have the exact same details.
I'm unable to locate the other client record to merge with my active client record, even though they have the exact same details.
An active client record cannot be merged with an archived client record. For information on restoring a client record, click here.
My client's SMS conversation has disappeared from the SMS modal after merging.
My client's SMS conversation has disappeared from the SMS modal after merging.
This is expected. The threaded view in the SMS modal follows the primary record, so if that record had no SMS thread of its own before the merge, no thread appears afterwards.
The messages are still there. Open the client's Communications tab to view the full SMS history.