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Keeping your contact database clean is essential for accurate reporting, smooth workflows, and effective communication. The HoopAI Platform provides tools to find and merge duplicate records, restore accidentally deleted contacts, and configure deduplication settings to prevent duplicates from forming.
Contacts toolbar with Manage Duplicates option

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Finding and merging duplicates

1

Open Manage Duplicates

In the Contacts section, click the three-dot icon in the top right corner and select Manage Duplicates.
2

Choose an identifier

Select the field to use for duplicate detection: Email, Phone Number, or Name.
Duplicate detection applies to primary email and primary phone fields only.
3

Review duplicate groups

The system generates a grouped list of duplicate entries matching your chosen identifier. Expand each group to view contact details and decide how to resolve them. Up to 10,000 duplicate entries are shown at a time.
Contacts listed for duplicate review
4

Resolve duplicates

For each group, choose one of three actions:
  • Reject — exclude the entry from future scans (for contacts that are legitimately different despite sharing a value)
  • Review — open a detail view to compare records before deciding
  • Merge — consolidate up to 10 records into a single master record

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Merging contacts

When you select Merge, a comparison view opens for you to choose which data to keep.
1

Designate a master record

Click the radio button next to the contact you want to use as the primary (master) record. Or click Select All from this column to automatically use all data from one contact and designate it as master.
2

Choose fields to retain

Select the data from each contact to keep. By default, only fields with differing values are shown. Enable All Fields to compare every available data point.
3

Complete the merge

Check the confirmation box, then click Merge. The merge combines all related data — emails, phone numbers, opportunities, tags, notes, tasks, and appointments — into the master record.
Merging contacts is permanent and cannot be undone. Always review your field selections carefully before confirming.

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Configuring deduplication settings

Control how the system handles contacts that share the same identifiers during import.
1

Open Settings

Navigate to Settings > Business Profile.
2

Adjust Contact Deduplication Preferences

Scroll to Contact Deduplication Preferences and configure:
  • Allow Duplicate Contacts — when enabled (blue), new contacts can share identifiers with existing ones; when disabled, importing a contact with matching identifiers updates the existing record instead
  • Primary and secondary search preferences — set the field priority for deduplication matching
Even with “Allow Duplicate Contacts” enabled, duplicates can still be created via forms or Zapier integrations. Use the Manage Duplicates scan periodically to keep the database clean.

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Restoring deleted contacts

Accidentally deleted a contact? Hoop retains deleted contacts so you can restore them along with all their associated data.
1

Open the Restore section

In the Contacts section, click the three-dot icon in the top right corner and select Restore.
2

Find the contact to restore

The deleted contacts list shows each contact’s name, email, phone number, and deletion date.
Deleted contacts list for restoration
3

Select and restore

Check the checkbox next to each contact you want to restore, then click Restore.
4

Confirm restoration

A confirmation popup appears. Click Confirm to complete the restoration.The restored contacts return with all associated conversations, notes, opportunities, tasks, appointments, and manual actions intact.
Access to the Restore section may depend on your user permissions. Contact your account administrator if the option is not visible.

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Troubleshooting

IssuePossible causeSolution
No duplicates foundScan criteria too narrowTry a different identifier: Phone or Name
Limit reached (10/10)Too many records selectedMerge the first 10, then return for the next set
Merge button disabledConfirmation not checkedCheck the “I understand this cannot be undone” box
Missing merge optionUser lacks Admin privilegesContact your administrator to request access

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Auto-merge Facebook Messenger contacts with Lead Ad contacts

When a contact interacts with your business through both Facebook Lead Ads and Facebook Messenger, duplicate records can be created — one from the lead form submission and one from the Messenger conversation. The platform can automatically merge these records when a match is detected:
  • Matching logic — the platform compares the Facebook user ID, email address, and phone number across both records
  • Auto-merge behavior — when a Messenger conversation is initiated by a contact who already exists from a Lead Ad submission, the records are merged automatically into a single contact
  • Data preservation — all conversation history, lead form data, tags, and notes from both records are consolidated into the merged contact
To ensure auto-merge works correctly:
  1. Verify that your Facebook integration is active and the correct pages are connected
  2. Ensure Lead Ad form field mapping is complete in Settings > Integrations > Facebook
  3. Keep the Allow Duplicate Contacts setting disabled in Settings > Business Profile
If auto-merge does not trigger, run the manual duplicate scan using the Manage Duplicates tool with the Email or Phone identifier.

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Frequently asked questions

Duplicates can still be created via forms or Zapier. Run the Manage Duplicates scan periodically to detect and merge them.
No. Merges are permanent. Always review field selections in the merge preview before confirming.
No. All related data is transferred to the master record during the merge, as long as it is not manually deselected during review.
For high-volume accounts, weekly scans are recommended. Others may choose monthly or after performing bulk imports.
Last modified on March 6, 2026