Before anything is written, the import compares each row against the existing database. A match on the source CRM's record id means this is a true re-import of the same record and defaults to SKIP; a match only on email could genuinely be a different person and defaults to ADD. Each flagged row can be overridden individually.
Also called: import created duplicates · same person twice · duplicate contacts
- 1Match type is recorded as 'record' or 'email'
- 2The default decision is derived from the match type, not applied blindly to every duplicate
- 3Emails are normalised before comparison
Phone numbers and emails arrive in inconsistent shapes across systems, and that alone had already been creating duplicate people one at a time. An import is the single largest opportunity to make that mistake a thousand times in one click, and a de-duplicated address book is very hard to rebuild afterwards. Rows that already exist are flagged with the reason they matched, and the default add-or-skip decision follows that reason.
- Blind re-import duplicating existing records
- Over-aggressive matching merging two genuinely different people
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