Keep every number and address a customer uses on one record, and combine two records that turn out to be the same person.
People ring from their mobile one week and the office the next, and email from work and from home. A customer can now hold up to ten phone numbers and ten email addresses, and your assistant recognises them by any of them — so a call from their second number lands on their record instead of creating a new one.
The main number and the main email are the ones your messages go to. The others are there so your assistant knows who it is talking to.
When your assistant hears a new number or email from a customer it already recognises, it adds it to their record by itself, marked "Added from a conversation". It never adds one that is already on another customer. You can remove it like any other.
A phone number can be on more than one customer — a family landline, a shared office line. It saves with a note saying who else has it.
If a customer asks you to stop texting them from any of their numbers, none of their numbers are texted.
Tick both on the Customers list and press Merge, or open one and choose "Merge with another customer…" from the menu beside their name. The merge screen shows which customer is kept and which is merged in, lets you choose which name, business name, address, stage, owner and value to keep, and lists everything that moves across. Nothing changes until you press Merge.
The one with more conversations, unless you swap them on the merge screen. Every conversation, note, reminder and message moves to the customer you keep, and all their emails and numbers are combined.
Start a merge from one customer: the merge screen lists the customers who share a phone number, an email address or a full name with them, and says which.
Yes — straight away from the message that appears after merging, or later from Merge history on the Customers list or on the kept customer's record. The merged-in customer comes back as a separate record with their history. Anything changed on the kept customer since the merge is left as it is, and the undo says what. If your account deletes old data after a set period, a merge older than that can no longer be undone.
Yes. Put them in one cell separated by a semicolon, or use Other phones and Other emails columns — the first is their main one. Export CSV writes the same columns, so an exported file imports straight back.