In this article you will learn how contact merging works in CloudTalk, how to configure your merge settings, and how the same merge rules now apply across all contact sources including imports, API calls, dashboard entries, and the Phone app.
User level: Admin
Contact merging is what happens when CloudTalk receives a new contact record and checks whether it matches an existing one in your account. When a match is found, the records are combined rather than creating a duplicate.
What is a merged contact?
A merged contact results from two records that were identified as the same person. The resulting single contact has:
A union of all listed phone numbers and emails
Only the newest value for all other attributes (name, company, etc.)
Example: You have John Jones in CloudTalk:
Contact Name | Phone Numbers | |
John Jones | +1-319-555-5677, +1-319-555-4929 |
A new contact record arrives, from an API call, dashboard entry, CSV import, or integration sync, with a matching phone number, stored as John J:
Contact Name | Phone Number | |
John J | +1-712-555-3956 |
CloudTalk identifies the match and merges the two records:
Contact Name | Phone Numbers | |
John J | +1-319-555-5677, +1-319-555-4929, +1-712-555-3956 |
The newest contact name (John J) is kept. Phone numbers and emails are aggregated.
How Merge Rules Work
Merge behavior in CloudTalk is controlled by your global merge settings. These settings apply consistently across all contact sources, whether a contact arrives via an integration sync, a CSV import, a direct API call, a dashboard entry, or the CloudTalk Phone app.
This means the same rules now apply broadly to all incoming contacts. If merge logic is enabled, CloudTalk will attempt to match any incoming contact against existing records, regardless of how that contact was created.
If you disable merge globally ("Don't merge"), no merging will occur from any source.
Configure Merge Settings
In the CloudTalk Dashboard, go to Account > Settings. Under the General header, scroll to the merge settings section.
For Merge leads with contacts by, choose when incoming leads can be merged with existing CloudTalk contacts:
Phone number: A phone number must match.
Email: An email must match.
Phone number and email: Both must match.
Don't merge: Never merge leads with existing contacts.
For Merge contacts by, choose when incoming contacts can be merged with existing CloudTalk contacts:
Phone number: A phone number must match.
Email: An email must match.
Phone number and email: Both must match.
Don't merge: Never merge incoming contacts with existing ones.
Click Save Settings to apply your changes.
Leads are unassociated numbers, created when an agent makes or receives a call from a number not yet linked to a contact.
CSV Imports
When importing contacts from a CSV file, CloudTalk matches incoming records against existing contacts by:
Phone number (checked first)
Email (checked if no phone match)
If an incoming contact matches on phone number with one contact and on email with another, the phone number match takes priority.
Call and SMS Export
When contacts or leads are merged, CloudTalk links them to the most recently updated version of the matching record. Calls and messages are exported to their matched contact or lead accordingly.
When Merging is Disabled
After a call in the Phone app, you can still manually link the call to an existing contact. On the Wrap up screen, tap + add contact and select Assign to existing contact.
Unanswered calls, voicemails, and messages not manually assigned will sync to the most recently updated contact in CloudTalk.
Known Limitation
There is a known gap in the current merge flow: if a contact is created without a phone number, and a phone number is added to that contact later, the merge check may not trigger at that point. If deduplication is important for contacts added this way, review your contact list after adding phone numbers to recently created records.
We Do Not Merge When…
An existing contact is updated within CloudTalk (edits do not re-trigger merge logic).
Merge is set to Don't merge in your account settings.
Need help or have a question? Reach out through our Support portal — we're here for you.