If you wish to merge contacts, it is important to understand what will happen to the data on the contact records you are merging.
- Primary contact - the contact you begin the merge from; this will be the record that remains after the merge.
- Secondary contact - the contact you select during the merge process to merge into the primary.
When completing the merge, you'll see this confirmation message:
How to interpret the merge confirmation message:
- The contact record on which you originally clicked Merge remains as the existing contact record. The contact you selected during the merge process will merge into that original primary contact.
- The most recent values from either contact will be the present values on the remaining contact record. However, there are some exceptions; please see below for details.
- The history of property values from both contact records can still be found in Property History in the remaining (primary) contact's record.
- You will see a combination of timeline activity from both the primary and secondary contact records on the remaining (primary) contact's record.
- Email - the address of the primary contact is maintained. Keep in mind that there is currently no way to disassociate the secondary email address from the merged record, which means there is no way to create a new contact with the secondary contact's email address.
- Lifecycle Stage - the stage furthest down the funnel is maintained. For example, if one contact is a Lead and the other is a Customer, the merged contact will have a Lifecycle Stage of Customer
- Create Date - the value for the oldest contact is maintained.
- Number of Conversions and Number of Unique Forms Submitted - these are added together with the values for each contact. For example, if the primary contact has submitted three forms and the secondary contact has submitted two forms, the value for Number of Forms Submitted will be five.
- Analytics properties - these properties are resynced and you will see the total number of pageviews for both contacts combined (much like the above example).
- Analytics - Original Source Type - the oldest value for the original source property is kept.
- Email Information properties - remains specific to the primary contact.
- The secondary contact is removed from all static lists.
- It is very likely that smart list memberships will change as a result of a contact merge. Since list memberships are often based on contact properties, merging contacts may result in the primary contact being added to or removed from various lists.
- The secondary contact will be unenrolled from all workflows.
- The primary contact may join new workflows as a result of changing list memberships and/or properties.
- Visits from the secondary contact are kept in sources; however, they will be linked to the primary contact.
- All cookies (HubSpot usertokens) that were associated with either contact will be merged into the primary contact. Therefore, if the secondary contact submits a form from a device it had previously submitted on, the submission data is deduped and associated with the primary contact.
- The secondary contact's email address is permanently associated with the primary contact. If the contact submits a form from a device they have never submitted from but uses email address from the secondary contact record, this submission will be reflected on the primary contact's record.
- If the secondary contact that was merged into the primary contact, was syncing to Salesforce, that record in Salesforce (that was tied to the secondary record in HubSpot) will no longer be syncing to a record in HubSpot because that record no longer exists; only the primary record exists.
- HubSpot can only link to one Salesforce record, so after merging contacts in HubSpot, only the primary contact will continue to sync to the Salesforce record it had been previously syncing to. Any updates made to the Salesforce record that was syncing to the secondary record in HubSpot will not be passed to HubSpot as there is no longer a secondary contact in HubSpot to sync that information to.
- That's why it is recommended to also merge the records in Salesforce. The HubSpot primary contact is linked to one record in Salesforce, so you should use that linked-record as the primary in your merge in Salesforce.
To learn how you can see whether or not a contact has been merged, check out this article.