When the same company or person is in Hive CRM two times, merge the two records. You choose the record to keep. Everything linked to the other record moves to it, and Hive archives the other record.
Who can merge
Anyone with access to Hive CRM can merge accounts and people.
Merge two accounts
Open CRM → Accounts. Click ⋯ at the end of the account's row, then select Merge into…. You can also open the account and click ⋯ at the top right of the account page.
In the Merge accounts window:
Type at least 2 characters of the other account's name and select it. Accounts that came from a finance import show Finance only below the name.
Under Keep which record?, click the record to keep. Each card shows the type, owner, created date, open opportunities and active threads.
Read the summary, then click Merge records.
Merge two people
Open CRM → People.
Click ⋯ at the end of the person's row, then select Merge into….
Search for the other person and select them.
Under Keep which record?, click the record to keep, then click Merge records.
What moves to the record you keep
Accounts
Opportunities and proposals
Linked people, emails, meetings, files and other activity
Projects that have the account as their client
Child accounts in the account hierarchy
Campaign recipients and sequence enrollments
Finance records: invoices, receipts, credit memos, retainers, vendor bills, payments, purchase orders, expense reports, bank transactions and journal lines. Amounts, GL accounts, periods and posting status do not change.
Bank rules, approval rules, invoice layout rules and recurring schedules that name the account
The QuickBooks link. The next QuickBooks sync updates the account you keep and does not bring back the archived account. The sync does not change the name, domains or type of the account you keep.
People
Links to accounts, opportunities, calls, meetings and emails. If each person has a different primary account, the archived person's primary account becomes a related account.
Campaigns. If both people are in the same campaign, the kept person stays in it and the other entry is removed.
Sequences. If both people are active in the same sequence, the archived person's enrollment stops.
Which values win
The record you keep wins. Its field values do not change.
Fields that are blank on the kept record get the value from the archived record. For example, if the kept account has no industry, it gets the industry of the archived account.
Custom fields work the same way. The kept record gets only the custom fields that it has no value for.
Some values combine: tags, teams and domains on accounts; email addresses, phone numbers and role tags on people.
When Hive stops a merge
Hive shows a message and changes nothing when:
Both accounts are linked to Salesforce. Unlink one first.
Only the account you do not keep is linked to Salesforce. Keep the Salesforce-linked account, or unlink it first.
Both accounts have a vendor bill with the same number. Void or renumber one of the bills first.
The merge would make a loop in the account hierarchy.
Can I undo a merge?
No. You cannot undo a merge. You can restore the archived record, but everything that moved stays on the record you kept.