How to merge duplicate client records

You need the Merge permission (off by default — an admin must enable it for your role).

1. Go to Clients and select the duplicate records (at least two).
2. Click Merge Selected to open the review page.
3. Select the Primary Client — this is the record that will be kept; all data from the others moves onto it.
4. Resolve any Conflicting Fields — where records disagree, choose which value to keep.
5. Under Contact Methods, check which emails, phones, and addresses to retain.
6. Review Associated Records (cases, notes, documents, etc. moving over) and any Warnings.
7. Click Merge Clients.

The merge is recorded in the HIPAA audit log.

Undoing a Client Merge

• Go to Merge History from the Clients list toolbar.
• Open the merge and click Undo Merge — available for 30 days after the merge completed.

Key things to know:

• The Merge permission is off by default — contact your org admin if you don't see the option.
• All merges are logged to the audit trail.
• Undos are time-limited (30 days for client merges).