Duplicate client profiles happen. A customer gets added once in your POS and again in Clientbook, a name is misspelled, a phone number changes - and suddenly you have two records for the same person with their history split across both.
You can now merge duplicate clients yourself, right from the client profile - on the web dashboard or in the mobile app. No support ticket required.
When you merge, one profile is kept and the other is archived. Clientbook combines the data from both into the kept profile, and you choose which values to keep for fields where they differ.
What's New
| What Changed | Why It Matters |
|---|---|
| Self-serve merging | You no longer need to email support or open a chat to merge duplicates. Merge directly from the client profile in seconds. |
| Field-by-field control | For fields that differ between the two clients (name, phone, associate, etc.), you choose which value to keep |
| Everything else carries over | Tags, life events, relationships, sales opportunities, appointments, messages, reminders, and collections from the archived client are merged into the kept client automatically. |
| POS-linked merging | You can merge two clients even if both have point of sale IDs. Clientbook links the archived POS ID to the kept profile, so future sales recorded to either ID in your POS show up on the kept profile. |
| Activity log entry | Every merge is recorded in the kept client's activity feed with the date and the name of the user who performed it. |
| Merge Confirmation | Merges are permanent. Both platforms require a deliberate confirmation step so no one merges the wrong record by accident. |
Previously: Merging required reaching out to support. The support team would do the merge manually on their end, usually within a business day.
Who Can Merge Clients
Merging is restricted to managers and admins. Associate-level users won't see the Merge option on the client profile. This prevents accidental merges and keeps client cleanup with the team members responsible for data hygiene.
If you don't see the Merge option and you think you should, check your user role in Setup or talk to your store admin.
Before You Merge
A merge is permanent and can't be undone. Before you start, make sure:
- You've confirmed both profiles are the same person (same phone, same email, or verified identity)
- You know which profile you want to keep (this is the one whose ID, history, and POS link will remain)
- You know which profile you want to archive (this one disappears from your client list after the merge)
Tip: Start on the profile you want to keep, then search for the duplicate to archive. The flow is designed around "keep the one I'm on, merge in the one I search for."
What Gets Merged
When you merge, Clientbook combines data from both profiles into the kept profile. For fields where both profiles have a value, the kept profile's value wins by default - but you can override any field during review.
| Category | How It's Handled |
|---|---|
| Name, Phone, Email, POS ID | Kept profile wins by default. You can pull the archived profile's value over during review. |
| Assigned Associate | Kept profile wins by default. You can switch to the archived profile's associate during review. |
| Tags | Combined. Tags from both profiles are merged onto the kept client. |
| Addresses | Combined. All saved addresses from both profiles are kept. |
| Life Events | Combined. |
| Relationships | Combined. |
| Preferences | Combined. |
| Sales Opportunities | Combined. |
| Client Activities | Combined. Full activity history from both profiles is preserved. |
| Collections | Combined. |
| Chat Messages | Combined. Both message threads are preserved under the kept profile. |
| Reminders & Appointments | Combined. |
Merging Clients on the Web
- Go to the Clients tab and open the profile you want to keep.
- Scroll to the bottom of the right-hand detail panel and click Merge.
- Search for the duplicate in the "Merge with Another Client" window. Click the client you want to archive.
-
Review the merged client. The kept profile is on the left, the archived profile is on the right. For any field where the two profiles differ:
- Leave it alone to keep the left-side value (the kept profile wins by default)
- Click the left-facing arrow on the right column to pull the archived value over. A green NEW label appears on the kept side to show it's been updated.
- Click Permanently Merge when the review looks right.
- Confirm the merge. Type the client's name in the confirmation box, then click Permanently Merge.
After the merge, the archived client disappears from your client list, and the kept profile now shows all the combined data.
Merging Clients on Mobile
- Open the client profile you want to keep.
- Tap MERGE in the top-right corner of the profile.
- Pick the duplicate from the client picker. Use the search bar or the My Clients / Date / Tags / Contact Method filters to find the right one faster.
-
Review the merged client. Each differing field shows two cards stacked:
- Archive This ___ on top (the value that will be lost unless you swap)
- Keep This ___ on bottom, with a green checkmark (the value that wins)
- Tap the swap icon on the right to flip which value is kept.
- Tap SAVE in the top right when the review looks right.
- Swipe to Merge on the confirmation sheet to finalize. Tap Cancel if you need to back out.
Review Screen: How to Read It
Both platforms show you the fields that differ between the two profiles so you can make a choice. Fields that are the same, or only present on one profile, don't need your input - they're carried over automatically.
| Element | What It Means |
|---|---|
| Keep This Client (web) / Keep This ___ (mobile) | The value that will be on the final merged profile. Defaults to the kept profile's value. |
| Archive This Client (web) / Archive This ___ (mobile) | The value that will be discarded unless you swap it in. |
| Green NEW label (web) | This field was just updated by pulling the archived value over. |
| Green checkmark (mobile) | This is the value that's currently winning for this field. |
| Left-facing arrow (web) / swap icon (mobile) | Click/tap to pull the archived value into the kept profile. |
Confirming the Merge
Because merges can't be undone, both platforms require a deliberate confirmation step:
| Platform | How You Confirm |
|---|---|
| Web | Type the kept client's name exactly into the confirmation box, then click Permanently Merge. The button stays disabled until the name matches. |
| Mobile | Drag the Swipe to Merge slider from left to right. Tapping won't trigger the merge - it has to be a swipe. |
The confirmation also shows both client IDs (Keep and Archive) so you can verify you've got the right records before you commit.
What Happens After a Merge
- The archived client disappears from your client list, search results, and reports
- The kept client's profile now shows all combined tags, history, messages, appointments, and activities
- The kept client's ID stays the same - any integrations or external references to that ID continue to work
- Any messages sent to the archived client's phone number are now threaded under the kept profile
- A "Merged" entry is added to the kept client's activity feed showing the date, the archived client's name and ID, and the user who performed the merge
Merging and Your Point of Sale
Merging happens in Clientbook only - it does not merge records in your POS. If both duplicates had point of sale IDs, both IDs stay active in your POS system. Clientbook links both IDs to the kept profile behind the scenes.
What that means day-to-day:
- If a sale is rung up against the archived client's POS ID, it still appears on the kept client's profile in Clientbook
- The same is true for the kept client's POS ID - sales continue to post as usual
- Reporting in Clientbook reflects the kept profile's combined view, so you don't double-count
If you also want the records merged on the POS side, you'll need to do that directly in your point of sale system. Clientbook can't reach in and merge POS records for you.
Preventing Duplicates Going Forward
Merging cleans up duplicates you already have. To avoid creating new ones:
- Search before adding a client manually. Check by phone, email, and name - Clientbook flags duplicates only when name AND contact info match exactly.
- Enter clients in your POS first when possible. New profiles that sync in with a POS ID are less likely to create duplicates when edited later in Clientbook.
- Standardize naming conventions across your team (e.g., "John Smith" vs. "Johnny Smith" will create two profiles).
- Audit periodically. Sorting your client list by name and scanning for near-duplicates catches most issues before they pile up.
FAQ
Can I undo a merge? No. A merge is permanent. If you merge the wrong clients, you'll need to recreate the archived profile from scratch - that's why both platforms require a deliberate confirmation step.
What happens to the archived client's POS ID? Clientbook links the archived client's POS ID to the kept profile. Future sales recorded against either POS ID in your point of sale show up on the kept profile in Clientbook. The merge doesn't touch your POS - if you want the records combined there too, you'll need to do that directly in your POS system.
Can I merge two clients that both have POS IDs? Yes. Both IDs stay linked to the kept profile so sales from either continue to appear in Clientbook. See the Merging and Your Point of Sale section above.
Can I merge clients from different stores? Yes. Associate assignment, preferred store, and other store-specific fields are handled the same as any other field - the kept value wins by default, and you can override during review.
What if the duplicate has message history I want to keep? Chat messages from both profiles are merged under the kept client automatically. No data is lost.
Can associates merge clients, or only managers? Only managers and admins can merge. Associates won't see the Merge option on the client profile. Talk to your store admin if you need a merge done and don't have the permission.
Can I tell that a client was merged before? Yes. Open the client's Activity tab and look for the Merged entry. It shows the date of the merge, the archived client's name and ID, and the name of the user who performed it.