Merging two customer records

Open the customer record you want to keep, open its more-actions menu, and choose Merge duplicate. Torqix first offers customers that share a phone number or email address. If the duplicate is not there, use the box under Or find it by name and choose Compare.

The comparison marks one record this one stays and the other this one goes to the trash. If that is backwards, choose No — keep this one instead before making any field choices.

Choose what the combined record says

Under Which answer is right, pick the value to keep for each customer field. Notes may be kept from either record or joined. Tags are always combined, because silently dropping one could change who appears in a saved segment.

Every phone number and email address is kept. The radio beside a contact chooses the primary one; it does not decide whether the other contact moves. A stopped email address remains stopped, and a merge never clears an email suppression.

When both records carry a recorded answer for the same contact and those answers disagree, the combined record takes the refusal. The panel Consent this merge narrows names every affected phone number and email address. Ask the customer again, then record the new answer on the surviving record; merging records cannot manufacture permission.

What moves, and how undo works

Read What moves before pressing the final button. Vehicles, repair orders, appointments, tire quotes, tasks and contact rows move to the survivor, and so does everything else filed against the absorbed record: its custom field answers, its standing recurring invoices, the status updates it was sent, its document-library files and its imported service history. Invoices and payments stay with their repair orders, reminders stay with their vehicles, and no amount is recalculated.

A recurring invoice keeps running on its own schedule and bills the surviving record from the next run onward. Where both records answered the same custom field, the surviving record keeps its own answer and the other is named on the merge's activity entry with both values, so nothing a shop typed is lost without a trace. It also stays on the absorbed record, which means restoring the trash entry brings it back. Answers to fields the survivor never filled in simply move across.

Press the button named Merge into followed by the survivor's name. The absorbed record goes to Trash for 30 days. Its old link redirects to the survivor with a note explaining the merge. Restoring the trash entry puts both records back whole, including the history and contact state captured at the merge.