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How to Merge Leads to Enhance Data Accuracy and Collaboration

Avoid confusion and maintain a clean database while collaborating effectively in Sierra.

Why This Feature Matters

Merging leads is essential for keeping your data clean and accurate, helping you prevent confusion caused by duplicate entries. Here are some of the key benefits:

  • Prevent agents from inadvertently working the same lead twice, saving time and resources.
  • Combine engagement and lead activity into a single, comprehensive record.
  • Preserve critical data and avoid duplicated outreach.
  • Address a frequently requested CRM feature from users, enhancing overall functionality.

Step-by-Step Instructions

Merge Leads from the Manage Leads Page

  1. Go to the Manage Leads page.

  2. Select exactly two lead records using the checkboxes.

  3. From the bulk actions dropdown, choose Merge Two Leads.

    • Note: If fewer than or more than two leads are selected, the option will be disabled.

     

  4. An overlay will appear with fields from both leads side by side.

  5. Choose which data to retain from each field:

    • Name, Email(s), Phone(s), Address, Statuses, Agents, Lender, Communication Preferences, Source, Campaigns, etc.

     

  6. Confirm the checkbox:

    • “I confirm that I am about to merge two lead records into one. This action cannot be undone.”

     

  7. Click Submit to complete the merge.

Review the Merged Lead

  • A confirmation overlay will appear with a link to the new merged lead.

  • A system note will be added showing:

    • The merge date and User

    • Names and email addresses of both original records

     

Smart Filter for Potential Duplicates

  • Use the new Potential Duplicates smart filter to find possible duplicates:

    • Criteria: Phone Number → Is Not Unique

    • Sort: Phone Number (Ascending)

     

  • This filter is available for import by existing Users and will auto-import for new Users who select all Sierra smart filters.

Best Practices

  • Regularly review the Potential Duplicates smart filter to clean up your database.

  • Always verify lead ownership and communication history before merging.

  • If two leads have identical contact info but different agents, clarify internally before merging.

Troubleshooting Common Issues

Issue: Merge option is greyed out

Fix: Ensure exactly two leads are selected on the Manage Leads page.

 

Issue: Only one lead’s communication history appears

Fix: Currently, history from only the selected lead is retained. Future updates will allow merging histories.

FAQs

  • Who can merge leads?
    • Only the Primary Manager and Manager-level Users have merge access. Agent and Lender Users cannot merge leads.
  • What happens to the secondary email or phone number?
    • You can assign one lead’s email or phone number as a secondary contact in the merged record.
  • Can I undo a merge?
    • No, merging is permanent. Be sure to review all data before confirming.