How to use this page
Every case answers three questions, in this order: What am I looking at? (the scenario, in blue) · How did the checker get here? (the evidence, in its own words) · What am I being asked to decide? (the question, and what each button would do in this case).
Each case is one question about a customer: are these records the same person? The records come from MOM (mom), HubSpot (hs) and the website (woo). The evidence line under the table says why they were put together. Everything the checker could settle by itself has already been settled; only the uncertain ones are here.
- Same person, keep survivor — pick the customer number that should remain, then press. Other HubSpot contacts in the case are corrected to that number and merged into the survivor. HubSpot merges keep deals and emails and can be undone.
- Different people — the records stay separate for good and will never be put together again. When in doubt, choose this: keeping two records apart is easy to fix later, merging two people is not.
- Different customers, same organisation — two real customers at one company (say, a director and their assistant, or a company record and a person). Kept separate, linked as colleagues. Pick a number in the dropdown if the person's own contact should carry it.
- Defer — leave it open, nothing changes.
The round buttons are buckets: urgent (on an invoice or deal), recent, typos, woo, mom, other. A case can be in several; picking one just narrows the list, and answering a case anywhere answers it everywhere. Suggest a rule under a case sends the team a note that this situation should be handled automatically; it does not decide the case.
A recipient is someone MOM only ever shipped to on another customer's order; they are not the buyer. Nothing here deletes anything, changes MOM, or invents a number. Put your name in Decided by first. Full guide: How to resolve contact cases · field-by-field rules: How merge works.