Intercom Merge Duplicates Overview


Duplicate data in Intercom poses serious problems for companies of any size.

Duplicate records inhibit your support teams from effectively segmenting and personalizing communications. They lack vital context, miss important information, and analysis and reporting are skewed. Ultimately, this means a worse experience for your customers.

Insycle helps you to merge duplicate leads, contacts, accounts, opportunities, and custom objects—flexibly and powerfully with the Merge Duplicates module.

Use Cases

Sample Use Case: Bulk Merge Duplicate People, Companies

Supported Intercom Record Types

Insycle supports the following Intercom record types for the Merge Duplicates module:

  • Users
  • Leads
  • Companies

You can select the record type that you would like to import at the top of the module screen.

How It Works

Insycle analyzes your database and identifies duplicates with flexible matching rules, using any field in your database, to help you identify and merge more duplicates.

Once Insycle identifies the duplicate records, you set rules for determining the master record that other duplicates will be merged into—such as the first record created, the record with the most email opens, or any other attribute that would be relevant. You can also set merging logic on a field-by-field basis.

You can merge duplicates in bulk, and Insycle provides a complete report of what was identified as a duplicate, what was merged, and what the outcome was in your master record.

Deduplicate Across Leads and Users

Deduplicating Intercom leads and users together is easy with Insycle.

First, you filter your data down to the leads that you would like to deduplicate, using rules. Then, you tell Insycle to link the records. To include both leads and users, all you have to do is check a checkbox.

To begin, follow the standard deduplication procedures. In Step 1, select "Include Leads."


To learn more, see Deduplicate Across Intercom Users and Leads.

Identify Duplicates with the Insycle Intercom Inbox App

The Insycle Inbox app, once installed, adds a widget to your Intercom inbox to quickly check for duplicates in an open conversation.

You simply open the conversation, find the "Insycle Data Management" widget on the right-hand side of the screen, and click the "Check Duplicates" button.

Then, Insycle will compare the contact in your currently opened conversation against other contacts in your database, and give you the option to merge.

To learn more, see Deduplicate in Intercom Inbox with the Insycle App.

Intercom Merge Logic

When merging Lead<>User, Insycle uses the underlying Intercom merge API.

When merging Lead<>Lead or User<>User, Insycle performs a synthetic merge:

  • Open conversations: Duplicate contacts will be detached from open conversations, and the master contact will be attached to those conversations.
  • Closed conversations: Copy all closed conversations from duplicate contacts and create a note per conversation in the master contact (Notes are searchable in Intercom).
  • Tags: Assigned from duplicates to master.
  • Companies: Assigned from duplicates to master.
  • Notes: Copied from the duplicates and created in the master.
  • Events: Copied from the duplicates and created in the master.
  • Fields: Use Master Selection By Field to determine what data is retained in the master record on a field-by-field basis. By default, retained from the master. When a value is empty in the master it picks a non-empty value from the most recently updated duplicate.

When merging Companies, Insycle performs a synthetic merge:

  • Leads: Assigned from duplicates to master.
  • Users: Assigned from duplicates to master.
  • Tags: Assigned from duplicates to master.
  • Fields: Use Master Selection By Field to determine what data is retained in the master record on a field-by-field basis. By default, retained from the master. When a value is empty in the master it picks a non-empty value from the most recently updated duplicate.

In addition to the default merge logic, you have two ways of controlling how your records are merged:

  1. Master record selection – Create a series of rules to automatically select the master record for each of the duplicate groups in the Record tab. The first record that is the only one matching a rule will be selected as the master. For example, if only one record in the group has a "Contact Owner" that could be selected as the master. Or, the only record where the, "Bounced Email" value is "False."
  2. Data retention – Values from different records in the duplicate group can be saved to the master record based on rules that you set in the Fields tab. For example, you could choose to keep your "First Name" and "Last Name" fields from the earliest created record in the duplicate group, while keeping the "Owner" from the most recently updated record.

In the event that you don't specify merge logic for a specific field—when a field value is empty in the master record, Insycle picks a non-empty value from the most recently updated duplicate automatically. When in doubt about conflicting field values, include those fields in the CSV report by adding them to the Record tab.

Customized Merge Logic

For situations where you need more granular customization for picking duplicate records to include - or exclude - from the deduplication process, or for picking the master record, and there are no common rules you can apply for all or some of the records, you can customize bulk deduplication using exclusions and pre-defined masters via a CSV file.


You can schedule your templates to run on an automated, set schedule.

Click the Review button at the bottom of the module page. Then, go through a three-step process to run the operation. In the third step, you can choose the "Automate" tab, and schedule your template.

merge duplicates salesforce automation

You can also schedule deduplication automation using Recipes, which are a collection of templates run together. You can view all scheduled automations on the “Automations” page on your dashboard.

Learn More:

Preview Changes Before They Go Live

You can preview the changes that you are making to your data before those changes are pushed to your live database. That way, you can check to ensure your deduplication template is working as expected.

Frequently Asked Questions

I already have a list of duplicates, can Insycle bulk merge them?

Yes. You can use a customized list of duplicates and use the Magical Import module to tag duplicates in your CRM, then use the Merge Duplicates module to deduplicate in bulk. Include ID numbers from your connected CRM in your CSV.

Can Insycle deduplicate across leads and users?

Yes, Insycle can deduplicate across leads and users at the same time. Please check out this article to learn more: Deduplicate Across Intercom Users and Leads.

Why can I only process 50 duplicate groups at a time?

Insycle shows 50 records on the module screen as a preview, this isn't the entire list of records. View the Preview CSV report to see the results for all records.

Insycle can process thousands of duplicate groups in one operation. Potentially, you could deduplicate your entire database in one operation.

deduplicate in bulk
How do I ensure that I am not merging non-duplicate records together?

Currently, there are two ways to make sure that the records that you are merging are indeed duplicate records.

First, always run your deduplication templates in Preview Mode before running them in Update Mode. This produces a CSV that shows you how your records would have been merged. Then you can ensure that your Merge Duplicates template is working as expected and not merging non-duplicate records together.

Additionally, you can reduce risk when merging duplicates by narrowing your filter in step 1. Use Exact Match instead of Similar Match. Make sure that you are using true uniquely identifying fields—first name, last name, email, and phone number are popular choices. The more tightly defined your filter is, the less likely you are to merge non-duplicate records.

Does Insycle offer an Intercom Inbox app?

Yes, Insycle does offer an intercom inbox app. To learn more, check this article: Deduplicate in Intercom Inbox with the Insycle App.

How many duplicates can I merge into one master record?

You can merge as many duplicates as you would like into one single master record. This setting is available in Step 3 of the Merge Duplicates module.

maximum merge

This setting is here to ensure that if you set too broad of a filter, you do not accidentally merge many non-duplicate records together on accident. You can change the setting as needed to match the size of your duplicate groups. If you are going to set this number at a high level, it is a good idea to run in Preview Mode first to make sure your deduplication template is operating as you intend.

Does the paid subscription have any limits on the number of records that can be identified and merged?

All plans include unlimited usage, unlimited users, and unlimited operations. See the pricing page for more details. However, during the free trial, there is a cap of 500 records updated, cleansed, or merged.

Can I select which data is retained in my master record on a field-by-field basis?

Yes, Insycle allows you to select which field data is retained in the master record using the Fields tab under Step 4. See the Bulk Merge Duplicate People, Companies article for more detail.

By-field duplicate feature
I need to exclude some records from deduplication. Can I do that?

Yes. You can exclude records from deduplication by including a "Deduplication Exclude" field in your CSV, as detailed in this help article.

Insycle is having trouble determining a master record. What could be causing this issue?

If the Result column of the CSV report displays this error:

Cannot determine master record because multiple records (#) satisfy the master selection rules. In ‘Master Selection’, change/add/reorder the rules such that only one record satisfies them (if cannot determine master based on field values, use ‘ID is lowest’ as the last rule).

This error means that based on the master rules you set, Insycle could not figure out which would be the master.

Check Step 4 to ensure that you have Priority Match selected and not Absolute Match.


With Priority Match, the rules configured in the Records tab of Step 4 are processed in order and your master record only has to match one rule. Using Absolute Match, your master record would have to meet all of the rule criteria. The majority of the time it is best to select Priority Match.

If Priority Match was used, then none of the records meet any of the criteria on the list more than the others. In this case, you'll need to experiment with Step 4, reordering or adding additional rules for fields likely to have unique values.

My team needs to review and approve the master, can I accommodate that with Insycle?

Yes, there are several ways to share details and get approval before merging duplicates.

You can manually approve master records and mark them in a CSV, then use Insycle to bulk deduplicate down to those master records. See the Customize Bulk Deduplication Using Exclusions and Pre-Defined Masters article to learn more.

Or, you can run the Merge Duplicates module in Preview Mode, then deliver the preview CSV that Insycle generates. The CSV report that Insycle generates includes your entire merge operation down to individual duplicate groups but does not update your live data. Then your team can approve the merge based on this report, before running Merge Duplicates in Update Mode.

Additionally, team members can review duplicates and manually select the master for each record under Step 4. Review the Manually Merge Duplicates article for more detail.

master record
Do my matching fields have to match each other exactly?

No, your field data does not need to match exactly. The Similar Match Comparison Rule found in Step 1 looks for values that may be close but with a one-character difference (maybe a typo) and broadens the search.


This search behaves like when Google shows results for a slightly different term, or says “Did you mean...” For example, if an Email of, “” is found, it could include records with the values “," or ",” as a match.


Do pay close attention when using Similar Match as the looser criteria can incorrectly identify non-duplicates as duplicates. 

Review the Similar Matching best practices for more detail.

How can I find duplicates when one field is empty?

When using two or more fields to identify duplicates, records can still be considered matches even if one of the field values is blank. You just need to specify which field(s) allow a blank value.

Under Step 1, configure your matching rules in the Simple tab, then click the Conditions tab.


All the matching fields you included will automatically appear with the Value Required in All Records condition selected. Change the condition to Empty Allowed in Any Record to allow empty values for certain fields. You can also use the At Least One Record with Non-Empty condition to help you determine which is the master record. Make sure at least one field remains required and is a reliable unique identifier to ensure the records are really duplicates.


For example, on the Simple tab, you may have the matching fields: First Name, Last Name, and Phone Number. But on some of your records, the Phone Number field may be empty. Using the Condition Empty Allowed in Any Record or At Least One Record with Non-Empty, all records with the same name, same phone number, and no phone number will be considered duplicates.


Additional Resources

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