How to Track and Merge Leads via Telephony?

How to Track and Merge Leads via Telephony?

Overview

In cases where leads are generated via telephony interactions, Meritto CRM provides the Lead Merge feature. This ensures that when a lead contacts the system using different details, duplicate records can be merged into a single profile. For example, if a lead calls from a different mobile number but provides the same email ID, the system identifies the potential duplication and allows counselors to merge the records.

Lead Merge consolidates two lead records into a single profile, retaining all relevant data. This process ensures that all interactions and history related to a lead are accessible in one place, preventing mismanagement and redundant follow-ups.

How to Manually Merge Leads in Telephony?

  1. A lead exists in the system with: Email: test@yopmail.com, Mobile: 999999999.

  2. The same lead calls from a new mobile number (8888888888) and provides the same email ID (test@yopmail.com).

  3. The system detects a potential duplicate and prompts a merge pop-up.

  4. Merging Process:
    1. Click Yes when prompted to merge the leads.
    2. A merge selection screen appears.
    3. Select the Primary Record and click Merge.
    4. Primary Record – The main lead record where actions can be performed (e.g., sending communications, updating lead stage).
    5. Secondary Record – A merged lead that retains historical data but does not allow direct actions.

How to Track Merged Leads?

  1. Filter Merged Leads in Lead Manager
    1. Navigate to Lead Manager > Manage Leads.
    2. Click Filter (top-right corner).
    3. Add filter: Lead Merged = Yes.
    4. The system will display all merged leads.

  2. View Merged Lead Count in Counselor Dashboard
    1. Navigate to Dashboard > Counselor Dashboard.
    2. Click Productivity Report.
    3. The Leads Merged count is displayed in the second column for each counselor.

Conclusion

The Lead Merge feature in Meritto CRM streamlines lead management by consolidating duplicate telephony-generated leads into a single profile. This ensures data accuracy, prevents redundant follow-ups, and provides a unified view of lead interactions. With easy tracking via filters and dashboards, counselors can efficiently manage and monitor merged leads.







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