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Workflow for Merging Contacts

Posted on by 433


I am just wondering if its possible to write a workflow to automatically merge Contacts if a new Contact has been created in error.

To outline the problem, our live chat provider is called ProProfs, our Contacts all have 2 email addresses in the system, their Primary (personal) email and their Institutional (Term) email.

If one of our Contacts uses their Term email when starting a live chat, a new Contact is created as the ProProfs code isn't capable of searching for that email address within any existing Contacts, so a new Contact then gets created. I end up having to manually merge a number of Contacts on a weekly basis. The problem being that if I have merged a Contact then they start another live chat, a new Contact gets created again, so the process is never ending.

What would be ideal for me would be if I could create a workflow that would search for the email in the new Contact among existing Contacts then merge once it had found a match.

Thanks as always

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Workflow for Merging Contacts

    Hi TedW,

    Unfortunately, OOB workflow also can’t  search for that email address within any existing Contacts and merge records.

    But you can use flow to merge contacts automatically, you can refer following link, which need you build merge connector ourselves by using HTTP method on the HTTP connector and deal with the authentication.

    Using Power Automate (Flow) to merge contacts - Marc Gerner (

    If your new duplicated contacts from live chat don’t contains new values, maybe you can delete new contacts directly when it is created.

    1.Go Power Automate( ) to create an automated flow.


    2.Set ‘When a record is created’ as trigger.


    3.Add 'List records' step to search for that email address within any existing Contacts .

    You can use any one email field as filter based on your needs.


    4.Add 'Condition' to check number of contacts that email is same with new contacts.


    5.Under 'Yes' Branch, add 'delete a record' step.


    But if it contains new value that original contacts don’t have, you have to merge them with flow based on link I provided above.


    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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