Skip to main content
RiskProfiles

Merge two clients

Combine two client records into one. See who can merge, what moves to the client you keep, and how to recover a merge.

Written By David Watson

Last updated About 3 hours ago

Sometimes the same client exists twice in RiskAdvisor. Merging combines both records into one, so all of the client's data lives in a single place. You merge clients from the Client Profile page.

Who can merge clients

Any member of your team can merge clients from the Client Profile page. This includes Editors, Admins, and Account Owners. You can only merge clients that are on your current team.

Merge two clients

If RiskAdvisor already sees a likely match, it opens the compare screen for you and skips the search.

  1. Open the client you want to keep.

  2. In the Client Profile header, select Merge.

  3. Search for the other client by name, email, or phone.

  4. Select the matching client from the results.

  5. On the Merge Clients screen, choose which values to keep.

  6. Select Merge to combine the records.

Choose which values to keep

The Merge Clients screen shows two cards, Primary and Secondary. The Primary client is the one that stays. Records from both clients move to the Primary client.

  • When a field is different on each side, pick the value you want to keep.

  • When both sides match, RiskAdvisor keeps it for you.

  • An empty field shows as Blank.

  • Social Security Numbers stay hidden while you review.

  • To switch which client stays, select Use as Primary.

Merging cannot be undone from your account. Check both records before you merge. If you merge the wrong clients, contact RiskAdvisor support. A RiskAdvisor admin can restore a merged client.

What moves to the client you keep

When you merge, these records move to the Primary client:

  • RiskProfiles

  • Policies (via PolicyLink)

  • Proposals

  • QuoteForm and other form submissions

  • Call-in quote submissions

If only one client has a HawkSoft link, that link stays with the client you keep.

After you merge

RiskAdvisor opens the client you kept on the Details tab. The other client is removed, and its old link no longer works.

If the merge does not go through

A merge can stop for a few reasons:

  • One of the records changed while the screen was open. Refresh and try again.

  • One client was already merged. Refresh and try again.

  • The two clients are linked to different HawkSoft records. These cannot be merged.

If you merged the wrong clients

You cannot undo a merge yourself. Contact RiskAdvisor support and give the client name. A RiskAdvisor admin can restore the merged client.

Related articles

Was this helpful?

Still need help? Ask the team