TautivaHelp

Customers

Recognize duplicate customers and decide when to merge

Two customer profiles with similar details are not necessarily the same person. Verify before merging.

_# 5, 8 minutes #Last checked October 13, 2026.
Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Login to the correct workspace and have the necessary permissions based on your role.

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

  1. Go to Customers and use the search by name, phone, or company information.

  2. Compare profiles that appear to be duplicates in full.

  3. If the duplicate candidates/merge feature is available for your account, open the candidate recommendations.

  4. Check both profiles, identities, notes, companies, consent, and record owners before confirmation.

  5. Only merge if the identities are proven to be exactly the same and you have the necessary permissions.

  6. If there are conflicts of consent or custom fields, stop and request an administrator's review.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: two profiles with the same number but different consent cannot be directly merged.

This is a fictional training example. No real customer data was used.

Expected result

The action is understood and the results can be checked on the work page. For data changes, only perform them according to the Standard Operating Procedure (SOP).

Important notes

  • The system detects candidate duplicates, but does not automatically merge customers.
  • If a conflict of consent status appears, merging is indeed blocked to prevent loss of communication preferences.

If something goes wrong

  • The merge option does not appear: you may not have sufficient permissions or control is on the profile details.
  • Merge is rejected: do not force it; resolve data conflicts through administrative procedures.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.