Seeing the same customer twice in your contacts — two "Bob Miller"s, or the same phone number on two records? Easy fix.
Why it happens
Duplicates usually come from a customer reaching you two different ways before the records connected — they were imported from your old system with one number, then called from a different one; or they filled out your web form with an email while their existing record only had a phone. Each path created a record, and nobody's told the system they're the same human.
It's most common right after a big import — like your initial migration, or any time a batch of contacts is added later.
What to do
Tell support — we run a cleanup that merges duplicates properly, so the combined record keeps everything: full conversation history, job history, appointments, and payments, all under one contact.
If it's one specific customer, include their name and both numbers/emails if you can see them. If you're seeing duplicates all over, just say so — that points to a batch cause, and we'll sweep the whole account.
Why not just delete one yourself?
Because each record may be holding different pieces of the customer's history — one has last year's install, the other has this week's text thread. Deleting a record throws away whatever it held. A proper merge keeps it all. Two minutes for us, zero lost history for you.
After any big import
If you ever have another batch of contacts brought in, mention duplicates to support proactively — a post-import sweep is routine for us and keeps your list clean before doubles cause confusion (like a reminder going to the old number on the stale record).