Dotun Olubeko

Hello, our team has been having significant issues merging and losing communications. Perhaps it has something to do with our API, but our team of devs has looked into it and doesn't believe so. Due to the nature of our business, we often receive duplicate contacts. We have since resolved this issue by changing our API but are now in the process of retroactively merging the thousands of duplicates as we found that oftentimes, texts and emails were going to one account, and not the other.

Unfortunately, during this process, we are noticing that about ~25% of the merges result in the loss of critical emails and texts (although completed tasks still show up). We are not able to discern the rationale behind this and resolve it on our own so it has become a major pain point for our company as a whole. During merging, it seems it will *randomly* prioritize the contact that did not have any communication, and that account overrides the other account that did contain past communications. At the end of the merge, this then leaves an empty wasteland of just completed tasks and none of the communications. Any insight into what might be causing this would be extremely helpful - tia.