HubSpot's merging contacts
HubSpot's contact merging consolidates activity logs, deals, and associations into a single record. The primary contact’s email and phone are retained, while secondary emails remain in HubSpot but won’t sync to Aloware.
To learn how to merge contacts in HubSpot, read this guide.
Key considerations for Aloware users
HubSpot's merging process comes with some limitations and points of compatibility with Aloware. For Aloware users, keep the following in mind:
Primary email sync only - Aloware only recognizes the primary email after merging. Any secondary emails added in HubSpot will not sync to Aloware.
Cross-system associations - while HubSpot merges deal and company associations seamlessly, verify these connections in Aloware post-merge to ensure workflows remain intact.
Lifecycle stage automation - merging contacts in HubSpot may trigger changes to lifecycle stages that could affect associated workflows or campaigns in Aloware.
Merges are irreversible - double-check primary and secondary records before merging, as the action cannot be undone.
HubSpot contact merging scenarios with Aloware integration
Scenario 1: Contacts with different phone numbers
What is being merged - Two contacts with distinct phone numbers, emails, and activity histories in both HubSpot and Aloware.
Before merging - Contact A and Contact B exist with distinct phone numbers, emails, and activity history.
Contact A | Hugo Test Merge 1 |
Phone number | +1 (209) 250-211X |
Owner | Hugo Salomon |
Contact B | Hugo Test Merge 2 |
Phone number | +1 (865) 573-169X |
Company | Aloware |
Steps
Navigate to the contact in HubSpot, select Actions > Merge.
Designate contact 1 as the primary contact and contact 2 as the secondary contact.
Merge and allow the process to finalize.
After merging
In HubSpot - unified contact retains Contact A's email and phone as primary, while secondary email is preserved in HubSpot but not synced to Aloware.
New HubSpot contact | Hugo Test Merge 1 |
New ID | 95265172601 |
Phone number (from primary) | +1 (209) 250-21XX |
Emails in HubSpot | |
Owner | Hugo Solomon |
Deals | Aloware - New Deal, Aloware - Test Deal |
Company | Aloware |
In Aloware - a single record under Contact A’s details. Communication logs (calls, SMS) from both contacts are combined.
Verify functionality
HubSpot messenger - works as expected.
Synchronization - works across connected platforms (Aloware and HubSpot).
Record creation - verified the merged contact as a single new entity.
Communications - conversations successfully merged into a single timeline.
Deals - combined successfully.
Scenario 2: Resolving multi-entity phone numbers in Aloware
What is being merged - two HubSpot contacts share the same phone number, causing Aloware to treat them as separate entities.
Before merging - two HubSpot contacts share the same phone number, creating a multi-entity in Aloware.
Contact A | Hugo Test Merge 3 |
Phone number | +1 (770) 448-49XX |
Owner |
|
Multi-entity in Aloware before:
Contact B | Hugo Test Merge 4 |
Phone number | (770) 448-49XX |
Owner | Hugo Salomon |
Steps
Navigate to the contact in HubSpot, select Actions > Merge.
Designate contact 1 as the primary contact and contact 2 as the secondary contact.
Merge and allow the process to finalize.
After merging
HubSpot and Aloware - the duplicate collapses into a single contact, preserving historical logs and maintaining a unified entity for all communication and activities.
New HubSpot contact | Hugo Test Merge 3 |
New ID | 95267486305 |
Phone number (from primary) | +1 (770) 448-49XX |
Emails in HubSpot | |
Owner | Hugo Salomon |
In Aloware
Contact (went from being multi-entity to being single-entity) | Hugo Test Merge 3 |
Phone number (from primary) | +1 (770) 448-49XX |
Email (from primary) | |
Owner | Hugo Salomon |
Verify functionality
HubSpot messenger - works as expected.
Synchronization - works across connected platforms (Aloware and HubSpot).
Record creation - verified the merged contact as a single new entity.
Scenario 3: HubSpot-only contact merging with Aloware-synced contact
What is being merged - a duplicate record exists in HubSpot but is not synced with Aloware, while the primary record exists in both HubSpot and Aloware.
Before merging
Contact A exists in both HubSpot and Aloware, syncing data (e.g., calls, texts, and activity history) between the two platforms.
Contact B exists only in HubSpot. It contains records like emails or activity logs specific to HubSpot but has no connection to Aloware, creating a duplicate entry that fragments reporting and workflows.
Contact A | Hugo Test Merge 5 |
Phone number | +1 (508) 349-66XX |
Owner | Hugo Salomon |
Contact B | Hugo Test Merge 6 (deleted in Aloware) |
Phone number | +1 (830) 201-40XX |
Owner | Hugo Salomon |
Deal | Aloware - New Deal |
Steps
In HubSpot, navigate to Contact A (synced with Aloware) and Contact B (HubSpot-only).
Select Actions > Merge.
Set Contact A as the primary contact and Contact B as the secondary contact.
Complete the merge to unify the data.
After merging
In HubSpot - the duplicate (Contact B) merges into Contact A’s primary record. Activity logs, emails, and other details from Contact B are preserved as secondary data under Contact A.
New HubSpot contact | Hugo Test Merge 3 |
New ID | 95267491093 |
Phone number (from primary) | +1 (508) 349-6655 |
Emails in HubSpot | |
Owner | Hugo Salomon |
Deal | Aloware - New Deal |
In Aloware - the unified record retains Contact A's details, syncing seamlessly with all communications (calls, SMS, etc.). Contact B logs are not visible in Aloware but contribute indirectly through synchronization.
Contact | Hugo Test Merge 5 |
Phone number (from primary) | +1 (770) 448-4926 |
Email (from primary) | |
Owner | Hugo Salomon |
Call and SMS logs merged |
|
Verify functionality
HS Messenger - works as expected.
Synchronization with Aloware - successful, after accounting for expected delays.
Phone numbers - maintained primary number from the designated primary contact.
Communications - conversations successfully merged into a single timeline.
Record creation - verified the merged contact as a single new entity.
Deals - combined successfully.
Special use case: Merging contacts when one is a Do-Not-Call (DNC) in Aloware
Before merging - identify a contact flagged DNC in Aloware and one normal contact in HubSpot.
Steps - execute a merge making the non-DNC contact primary.
Verification - confirm DNC status is retained in the Aloware system without affecting HubSpot's contact functionality.
General verification checklist post-merge
Associations - ensure all associated tickets, deals, and records are unified.
Primary fields - confirm the primary designation (phone number, email, etc.) is as expected.
Data integrity - validate no data loss occurred during merging steps.
Synchronization delay - allow up to several minutes for Aloware-linked data to sync fully.
Functionality checks - test HubSpot messenger, power dialer, and CRM integrations for expected behavior.