# Managing duplicate contacts (deduplication preferences) > Learn how to set up deduplication preferences to manage duplicate contacts in Futuria CRM and avoid double records from forms, Zapier and social channels. Author: Futuria Support Team · Published: March 5, 2026 · Reading time: 5 min read Source: https://futuriamarketing.com/en/supporto/preferenze-deduplicazione-contatti/ --- ## Overview of contact deduplication preferences Contact deduplication preferences control how duplicate contacts are handled in Futuria CRM. This article explains how to configure these preferences to suit your specific needs. The “Allow duplicate contacts” setting defines the rules for creating and matching contacts. **Turning duplicates off** means the system will use the primary field (and the optional secondary field) you have chosen to link new sign-ups to an existing contact; otherwise, a new contact is created. **Turning duplicates on**, on the other hand, allows new records to be created even when an email address or a phone number already exists, with the option to merge them later. This setting is particularly useful for contacts submitted through Zapier or forms. However, it does not apply to contacts uploaded via CSV file, where duplicates are identified and handled automatically based on the phone number or the email address. ## Important details to know - **Applies to Zapier, forms, Facebook and Instagram** - The **Allow duplicate contacts** setting controls how new sign-ups from forms, Zapier, Facebook and Instagram Messenger create or merge contacts. - When it is on, new records are allowed even if an email address or a phone number already exists. - When it is off, matching data (email or phone) updates an existing contact instead of creating a new one. - **Does not apply to CSV imports** - For CSV imports, Futuria CRM automatically merges contacts based on **phone numbers** or **email addresses**, regardless of this setting. - Duplicate contacts cannot be created through CSV uploads. - **Default behaviour for imports** - When you import contacts via CSV, the system checks for existing records using the primary field you have specified (email or phone). - Contacts with matching information are merged automatically, keeping your database clean and organised. > When the “Allow duplicate contacts” setting is on, duplicate contacts are permitted. This can be useful in workflows where the same person needs to exist as a separate record (for example, for different departments). > > When it is off, the creation of duplicate contacts is prevented, guaranteeing a single record per phone number or email address, and making sure updates are applied to existing records instead of creating new ones. ## Contact deduplication preferences (settings) There are three settings that can be changed in the contact deduplication preferences. #### Allow duplicate contacts This option lets you control how your Futuria CRM account handles duplicate contacts. If you want to “Allow duplicate contacts”, turn this setting on. If you do NOT want duplicate contacts, turn it off. #### Find existing contacts based on This filter lets you specify how Futuria CRM identifies and matches existing contacts in your database. Choose the primary field to use when looking for an existing contact before creating a new one. The available options are Email (default) or Phone. Select the field you collect most often. #### Second search preference (optional) Use this field as a secondary criterion for duplicate detection. Leave it empty if you want matching to happen through a single field only. For example, if “Email” is selected as the primary field and “Phone” as the secondary one, the system will first look for a match by email and, if it does not find one, will check the phone number. ## Behaviour depending on the contact source **Forms and Zapier:** - **On:** Duplicates are allowed, creating separate records for contacts with the same email address or phone number. - **Off:** The existing contact is updated with the new information instead of creating a duplicate. **CSV imports:** - Duplicate records are merged automatically based on the phone number or the email address. - Duplicate contacts cannot be created during CSV imports; this rule is always enforced. **Facebook and Instagram conversations:** - **Off:** If a person first appears as a Facebook or Instagram Messenger contact and later shares an email address or a phone number that matches an existing contact, Futuria CRM will automatically merge the Messenger contact into that record. Conversations and details are kept in a single unified profile. - **On:** Facebook and Instagram Messenger contacts can create separate records even if their email address or phone number matches an existing contact. Automatic merging is not carried out for these conversations, so duplicates may remain until you merge them manually. ## How to set up contact deduplication preferences This setting is found under **Settings → Business profile → Contact deduplication preferences** and offers additional customisation options, such as setting primary and secondary criteria for duplicate detection. #### Step 1: Go to the business profile settings - From the dashboard, click **Settings** in the bottom left corner. - The **Business profile settings** will open (also shown as the first option in the secondary navigation bar on the left). ![Navigating to the business profile settings in Futuria CRM.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/2ab62506-8d91-4002-9867-3092e3f21155.png) #### Step 2: The contact deduplication preferences panel - Scroll down until you see the **Contact deduplication preferences** panel on the right-hand side of the screen. - This is the panel where all the configuration takes place. - Every change to the settings in this panel is applied automatically; there is no need to click a Save/Update button. ![The contact deduplication preferences panel in Futuria CRM.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/f65b8744-ed0f-4205-ae93-016b26016b33.png) ## Frequently asked questions ##### Can duplicates be created during CSV imports? No, duplicate contacts cannot be created during CSV imports. The system automatically merges contacts based on the email address or the phone number. ##### What happens if I turn on “Allow duplicate contacts”? You can create contacts with the same phone number or email address through forms or Zapier. Duplicate contacts still cannot be created through CSV uploads. ##### Can I merge duplicate contacts after turning this setting on? Yes, duplicate contacts can be merged manually using the **Merge contacts** feature. ##### How can I prevent duplicates coming from integrations? Turn off the **“Allow duplicate contacts”** setting in your account settings to make sure integrations update existing records instead of creating new ones.