Why Merging Duplicate Client Records Keeps Your Business Organized

When clients contact your business through multiple channels, Thryv Business Center™ captures every interaction which can sometimes create duplicate client records. Merging duplicate records into a single primary contact keeps your client list accurate and ensures that all messages, appointments, payments, and notes are visible in one place. A clean client list means less time searching for information and more confidence that you are always working from complete, up-to-date client data.

How to Merge Duplicate Client Records

You can merge up to 10 client records at a time in Thryv Business Center. Follow the steps below to consolidate duplicate contacts into a single primary record.

1. Select the duplicate client records

Click the Clients tab in the left-hand navigation. Select the client records you want to merge by checking the box next to each contact. You can select up to 10 client records at a time.

2. Open the Merge option

Click More, then click Merge from the dropdown menu.

3. Select the primary client record

Thryv Business Center determines the primary client record using the following rules:

• If only one of the selected records has engagements, such as messages, appointments, or payments that record automatically becomes the primary client record. You cannot change this selection.
• If none of the selected records have any engagements, Thryv Business Center will prompt you to manually select which record you want to keep as the primary contact.

The remaining records will be added as sub-accounts under the primary contact.

Important: Merging client records cannot be undone. Review your selection carefully before proceeding.

4. Confirm the merge

Click Merge to complete the process. Once the merge is complete, all payments, appointments, and notes from the duplicate records will appear under the primary client record.

If you receive an error message during the merge, one or more of the selected client records has more than one job, individual, project, or pet attached to the record and cannot be merged. The error message will appear on screen indicating the merge could not be completed for this reason. Review each selected client record and confirm that none of them have more than one entry of this type before attempting to merge again.

Frequently Asked Questions

What information carries over when I merge client records? 

When you merge client records in Thryv Business Center, all of the following transfers to the primary client record: messages, appointments, group events, estimates, invoices, payments and their original sources, client details, tags, client notes, and staff assignments.

Which client record becomes the primary record after a merge? 

If only one of the selected records has engagements, such as messages, appointments, or payments that record automatically becomes the primary client record. If none of the selected records have any engagements, Thryv Business Center will prompt you to manually select which record to keep as the primary contact.

Are all client records eligible to be merged? 

No. Thryv Business Center does not support merging a client record if that record is connected to Square, QuickBooks, or Reserve with Google; has more than 1,000 messages; has more than one job, individual, project, or pet attached to the record; or is already a sub-account of another contact. If you need to move a sub-account, open the client card and click the Move Client Under button.

Can a merge be undone? 

No. Merging client records in Thryv Business Center cannot be undone. Review all selected records carefully before confirming the merge.

What does this article cover? 

This article covers how to merge duplicate client records in Thryv Business Center. It does not cover moving a client who is already a sub-account to a different primary contact. To move a sub-account, open the client card and use the Move Client Under button.