Reversing Accidental Contact Merges
This article explains what happens when contacts are accidentally merged and how to address this situation.
Understanding Contact Merging
When two contacts are merged in LiveAgent, this action is irreversible. Once contacts are merged, they cannot be automatically unmerged or restored to their previous separate state.
Contact merges are permanent and cannot be undone. Always double-check before merging contacts.
What to Do If Contacts Are Accidentally Merged
If you have accidentally merged two contacts, the only way to revert the change is to manually correct the situation. Follow these steps:
- Manually update contact details: Edit the merged contact record to restore the correct information for each contact that was merged. This may involve separating the contact information back into distinct fields or creating a new contact record with the correct details.
- Re-assign tickets: Review all tickets associated with the merged contact and re-assign them to the correct contact records. This ensures that tickets are linked to the appropriate contact.
There is no automated unmerge function in LiveAgent currently. Manual correction is required.
Prevention Tips
To avoid accidental contact merges in the future:
- Review contact information carefully before initiating a merge operation
- Verify that you are merging the correct contact records
Important Note
Because contact merging is irreversible, it is important to exercise caution when performing this action. If you are unsure about merging two contacts, it is better to leave them separate and manually manage any duplicate information.