How contacts are combined during import

Contact management in LianaAutomation ensures that contact data is correctly organized by identifying and merging contacts based on specific identifiers. This process helps maintain accurate customer records and prevents incorrect data merging.

Identifiers used in LianaAutomation

LianaAutomation identifies and combines contacts based on the following identifiers:

• Email address
• SMS (phone number)
• Extra1 (additional/optional identification field e.g. customer number in CRM)
• Tracking cookie (used in websites to identify user, issued in browser)

A contact is considered identified if they have either an email address or a phone number associated with them.

Rules for combining contacts

To ensure accuracy, LianaAutomation follows these principles when merging contacts:

• If an imported event matches an existing contact based on one of the identifiers, the event is linked to that contact.
• If an event contains identifiers that match multiple existing contact, automatic merging is not allowed.
• Unidentified contacts (without an email or a phone number) may still be combined automatically based on Tracking cookie and Extra1-field
• Identified contacts cannot be automatically combined through import.
• Identified contacts can only be combined manually using the Combine button on the contact's profile page.

How combining contacts in LianaAutomation works

1. Go to the contact's profile and press the Combine button.

2. Find the contact you want to combine by searching for email, phone number, tracking cookie, or extra1.

3. Combine data from two contacts into one target person.

You can compare contacts and choose data for the target contact. Selected data will be used for target contact.

You need to select value for all the fields. You can still select the value if it is empty.

4. You can check the preview of target contact in preview table below.

After checking all the selected data is correct, press Combine contacts button.

Error handling

To prevent incorrect data merging, LianaAutomation rejects import records that contain conflicting contact identifiers. When such an error occurs, it is logged in the Errors section under Settings → Errors. Errors are automatically deleted after 15 days.

Types of errors include:

• Email already in use – The email is already associated with another contact.
• SMS already in use – The phone number is already associated with another contact.
• Extra1 already in use – The Extra1 identifier is already associated with another contact.

Manual updates and combine

To resolve contact conflicts, users have the following options:

• Combine button: Allows manually merging two contacts when necessary.
• Edit button: Enables modifications of Extra1 and Tracking cookie values in a contact's profile.

Special cases

• Tracking cookie and LianaMailer Tracking ID: These identifiers are used to combine only unidentified contacts (contacts without email address or phone number).
• When an identified contact receives a new Tracking cookie belonging to existing identified contact, Tracking cookie is transferred from the old identity to the new one instead of merging the two contacts.

By following these rules, LianaAutomation ensures accurate contact management and provides users with the necessary tools to maintain clean and reliable contact data.

To ensure data accuracy, it is important to regularly review and update contact information as needed. This allows you to maintain a clean and reliable database, improving the effectiveness of your marketing and communication efforts.