How to Merge Client Records (New Client Card)

Step 1: Access the Clients Page

To begin the merging process, log in to your Pabau account. Once logged in, click on “Clients” in the left sidebar menu, then click on “Clients” again to open the client list.

Step 2: Access the Merge Clients Feature

On the client list, locate the three dots icon between the search bar and the “Create Client” button in the top right corner. Click on it, then select “Merge Clients”.

Step 3: Review Duplicate Records on the “Manage Duplicates” Page

Upon selecting “Merge Clients”, you will be redirected to the “Manage Duplicates” page, where a list of duplicate client and lead records is displayed.

These duplicates are detected automatically on a nightly basis and include scenarios where two different records share the same first and last name, email, or phone number.

For each duplicate pair, you will see the clients’ names, avatars and emails, along with two options: “Review” and “Reject”.

If the two records do not refer to the same person, click “Reject”. This ensures you won’t be prompted to merge those two records again.

Step 4: Review Duplicate Client Records

To review a duplicate pair, click “Review”. This lets you preview both client records. Choose which record you would like to keep by clicking on it — the chosen record is highlighted with a blue border.

Step 5: Understand the Merging Process and Make a Decision

Beneath the duplicate records, click “What happens when I merge two clients” to expand information outlining what a merge does:

• Merging is permanent and cannot be undone.
• The final client record adopts the email of the record you decide to keep as its primary email address.
• Timeline activity (such as appointments and completed medical forms) for both records will be available in the final record.
• The most recent value for each field in the client cards will be used in the final record.
• The secondary contact will be unenrolled from all workflows, such as appointment confirmations, reminders and automations.
• If the primary contact inherits a property from the secondary contact that was previously included in certain automations, the primary contact may become part of new automations.

The following information is also migrated to the record you decide to keep:

• Client relationships
• Client cases
• Client invoices

Step 6: Confirm the Merge

Once you are sure you wish to merge the records, click “Merge”. The record not selected as the final record is automatically marked as inactive.

Manually Merge Clients

If the duplicate you want to merge isn’t suggested on the “Manage Duplicates” page, click the “Manual Merge” button in the top right corner.

In the manual merge window, use the two search fields to find each of the duplicate clients. Once both records are shown, select the one you want to keep by clicking on it — it will be highlighted with a blue border.

When both records are chosen, the “Merge” button becomes active, allowing you to merge the records.

Merge Client Records from the Client Card

You can also start a merge directly from the client card. Open the duplicate client’s card, click the “Actions” dropdown at the top of the card and select “Merge”.

The “Merge clients manually” window opens with the current client pre-selected as the first record. Use the search field to find the second (duplicate) record — you can search by name, email or mobile — then click “Continue to review”.

On the review step, choose the record to keep by clicking on it — it will be tagged “Keep this record”, while the other shows “Merged & deactivated”. A field-by-field comparison with an “After merge” column shows exactly what the final record will look like. Appointments, communications, financials and history from the other record move to the record you keep, blank fields on the kept record are filled in from the other record, and the other record is deactivated.

When you’re ready, click “Merge into [client name]” to complete the merge. You will then be taken to the surviving client’s card.

By following these steps, you can merge duplicate client records in Pabau.