Merging Records

User Guide

Written By John Beatty (Super Administrator)

Updated at January 26th, 2023

Merging Records 

From time to time, it is possible for a lead to have multiple record entries in FranchiCzar OS. This can happen due to a number of reasons including, an inquiry form (from a website) being submitted multiple times or simply entering record information with slight variations. Whatever the reason, FCOS provides the ability to merge these records with a click. 

The process outlined here is from a Franchisee user's perpective.

FCOS will flag a record as a duplicate if either the lead's email or phone number matches. At least one of the two fields must be the same. But, there are also times when you will recognize a record as a duplicate due to other details. There is a simple manual process to merge records like these too. 

Merging Duplicates: System Recognized 

Just as a reminder, we are logged in as a Franchisee and are looking at customer Leads. You get here by clicking on the Leads option within the Customers menu (left side).

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Merging is NOT Reversible 

Be aware, that performing a Merge is NOT reversible. So, please be sure that the records you merge are indeed duplicates.  

 

Step 1: Opening a Record 

Let's start by opening a record, from the Leads page, that we might assume is a duplicate. Looking at our leads page we see these two records, "William Wallson" and "Bill Wallson" that look very similar but were created months apart. We are clicking on the older of the two records, Bill Wallson, as this is most likely the original.    
 

Identifying Duplicates

We set up these examples to show you one possible way to identify duplicate records. You will most likely come across duplicates naturally but the process of merging works the same way. 

 

Step 2: Merging Records 

Once we are into "Bill's" record, there is a banner indicating that there is a "potential duplicate of this lead". If this is in fact a duplicate, click the Merge button to launch the "Merge Records" modal. You will see one or more records listed here, click on the name (Bill Wallson) displayed to continue.

Step 3: Setting Merge Details 

Clicking on the name opens a page where you need to confirm the direction of the changes for the merge. In other words, what information to keep. Click on the arrows to change the values. The left column "TO LEAD" is information the record will contain after the merge. We changed the Phone Number and City values to reflect accurately, post-merge.       
 

Merge Preview

The blue banner, at the top, indicates how changes are applied. Please read these to ensure you achieve your intended outcome.

 

Step 4: Confirming the Merge 

Now that we have all the details the way we need them, simply click the Merge button and confirm (click Ok) the change from the pop-up warning that appears. Give the system a moment to process the changes, you will be taken to the merged record once it is complete.

 

Merging Duplicates: Manual 

Just as a reminder, we are logged in as a Franchisee and are looking at customer Leads. You get here by clicking on the Leads option within the Customers menu (left side).

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Step 1: Opening a Record 

Let's start by opening a record, from the Leads page, that we might assume is a duplicate. This is going to work a little differently than the process above. In this case, we know by speaking to other team members or through communication with the lead that the two entries should, in fact, be one. 

Looking at our leads page we see these two records, "Bobby Joe Brady" and "Linda Sue Brady" that share some information but through more information gathered we know that "Linda" is the intended lead. We are clicking on the Linda Sue Brady record to begin the merge process.

Step 2: Merging Records 

Once we are into "Linda's" record, navigate to the top of the window (Quick Actions Bar) and click on the Merge icon, indicated below, and use the search bar to look up bobby. From here we can move on to setting the merge details.

Step 3: Setting Merge Details 

Clicking on the name opens a page where you need to confirm the direction of the changes for the merge. In other words, what information to keep. Click on the arrows to change the values. The left column “TO LEAD” is information the record will contain after the merge. We changed the First Name, Email Address, and Phone Number values to reflect accurately, post-merge.  

Merge Preview 

The blue banner, at the top, indicates how changes are applied. Please read these to ensure you achieve your intended outcome.

 

Step 4: Confirming the Merge 

Now that we have all the details the way we need them, simply click the Merge button and confirm (click Ok) the change from the pop-up warning that appears. Give the system a moment to process the changes, you will be taken to the merged record once it is complete.