Duplicate detection is configured individually for each funnel.
On the first tab of the settings window, you need to select our “Message Help” widget. It is located in the section for sources with limited duplicate control support, since our widget uses the “BIG DATA” method (the system recognizes the customer using machine learning and amoCRM data).
BIG DATA Method
When this option is selected, incoming request data is checked using machine learning algorithms and amoCRM data. For incoming requests from chats, BIG DATA will identify duplicates and merge the incoming request with an existing one. For incoming requests from other channels, the BIG DATA check runs asynchronously—that is, after the request has been added. In this case, merging will occur only if one of the duplicate entities has the “Unresolved” status.
It’s also worth noting that the check occurs when an entity is updated (data is added); the main condition is that one of the entities that are potential duplicates has the “unresolved” status.
During a BIG DATA check, even when an entity is updated (for example, a bot filled in a phone number in an unprocessed request), a merge may occur. The main conditions for a BIG DATA merge to occur are:
- BIG DATA checking is enabled;
- duplicate checking is enabled for the source from which the most recent application in the “unprocessed” status originated;
- one of the entities being merged is in the “Unprocessed” status.
After selecting our widget, you can configure the duplicate check rules to suit your needs. You can specify additional fields for deals and contacts against which the incoming data should be compared. In this case, amoCRM will check for the presence of the selected field in the data of the transferred contact and deal and search for duplicates in your account. If a contact field is used, only those deals where the found contact is the primary contact will be considered duplicates.
This setting is checked when creating leads from forms, the API (only via the new /api/v4/leads/complex method), and other sources.
You can select the funnels and statuses in which to search for duplicates; that is, if a deal is in a status that is not selected, it will not be included in the data comparison when adding the deal to amoCRM. You can select the resolution type in case of a conflict between deal data and an incoming lead:
- If you select “Update with data from the incoming lead,” and a duplicate is found with a conflict between the incoming and existing data, the existing deal will be updated with the incoming data. The Phone and Email fields will be populated with the new data.
- If you select “Keep current deal data,” and a duplicate is found with a conflict between the incoming and existing data, the existing deal will not be changed.
If multiple duplicates are found for an incoming request:
If more than 1 but no more than 3 duplicates are found, you can select the duplicate handling behavior. If more than 3 duplicates are found, the records will not be merged.
You can either update all transactions (if this setting is selected, all found transactions will be updated), update the most recent transaction (if this setting is selected, the last created transaction will be updated), or create a new transaction (if this setting is selected, a new transaction will be created) You can
also configure the system to create a task after the data update operation is completed. The task will be assigned to the transactions found during the duplicate check. If more than 3 transactions were found, the duplicate check will ignore such an incoming request.
Note:
This functionality is specific to amoCRM, and we have no control over the duplicate check. Duplicate check settings are configured individually on your end, according to your specific needs.
For more details, see the official article from amoCRM: https://www.amocrm.ru/developers/content/crm_platform/duplication-control
Kommo: https://www.kommo.com/support/crm/duplicate-control/