Finding and merging duplicates requires the Merge Clients permission — available to Owner, Admin, and Manager roles. Case Managers and Front Desk staff cannot merge records.
Reviewing likely duplicates
The Duplicates page (/clients/duplicates) surfaces clusters of client records that look like the same person, grouped for review.
1
Open Duplicates
Navigate to the Duplicates page. Each card is a cluster of records that appear to match.
2
Review a cluster
Compare the records in a cluster. If they are genuinely the same person, start a merge directly from the cluster. If they are different people, leave them as-is.
Starting a merge
You can reach the merge review screen three ways:- From the Duplicates page, on a cluster you have confirmed.
- From the Clients list, by multi-selecting two records.
- From a client profile, using the merge action to find a record to merge with.
/clients/merge?a=…&b=…).
Choosing what the surviving record keeps
The merge review screen shows the two records side by side, field by field. One record survives; the other is merged into it. For each field you choose which record’s value the survivor should keep.1
Pick the primary (surviving) record
Choose which of the two records is the one to keep. The other record’s data is carried into it.
2
Resolve each field
Go down the field list and select the value to keep for each one. Some values move as a unit: the SSN carries its encrypted value and last-4 together, and a client portal account moves as a whole block.
3
Resolve cases and related data
Cases, household members, documents, and other related records from the merged record are re-parented onto the survivor. The surviving record keeps its own case-manager assignment.
4
Confirm
Review the summary in the confirmation dialog and confirm. The two records become one, and a success message appears.