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This article outlines how to handle the prompt when the system believes it has found a duplicate.

Currently, the following criteria are flagging a potential duplicates in production:

  1. If the first name, last name, and current city are ALL the same.
  2. If the email addresses are the same.

Step-by-step guide

  1. When either entering or updating a contact record the system believes is a duplicate based upon the criteria outlined above, the following prompt will appear:

  2. The top section is the current contact you have updated/are looking at, and the bottom section is other contacts the system believes could be a duplicate.
    1. Open the record(s) of the potential duplicate by clicking on the name of the contact. This will open the contact in a new window.
    2. Compare the record(s) with the contact you were currently looking at/editing. If you have confirmed that these are in fact duplicates, please submit a support request ( with the emails of the two records, and which record should be the master record for the contact.
  3. If you have made changes to the original contact record, make sure to hit the Save button at the bottom of the pop-up to save your changes. If you have not made any changes, you may cancel out of the window.