We’ve enhanced how Facebook and Instagram contacts are managed to reduce duplicates and keep contact records unified.
Overview:
Previously, when someone messaged your business on Facebook or Instagram and later shared their email or phone number, the system would append that data - but still create a new contact, even if another contact already existed with the same information. This led to duplicate records and fragmented histories.
Now, when a contact enters through Facebook or Instagram and later shares an email or phone number that matches an existing contact, the system will automatically merge the contacts - ensuring one complete profile. However, if the account has explicitly enabled “Allow duplicate contacts”, the automatic merge will not happen.
What’s New?
- Facebook/Instagram contacts are now automatically merged if their email or phone matches an existing contact
- Prevents duplication and keeps all conversations and details in one place
- Automatic merge is skipped if the account has turned on “Allow duplicate contacts”
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