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Documentation Index

Fetch the complete documentation index at: https://docs.omneo.io/llms.txt

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Duplicate profiles occur when the same customer exists under multiple records — usually because they used a different email address or identified themselves differently at different touchpoints.

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When to merge

Merge profiles when:
  • A customer contacts you saying their history is split
  • A CS agent notices two records for the same person during a service interaction
  • A data audit identifies clear duplicates
Do not merge profiles without confirming both records belong to the same person.

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The Winner/Loser model

Omneo merges using a Winner/Loser model:
  • Winner — the profile that survives, receives all data
  • Loser — the profile that is deleted after its data is moved
Choose the Winner as the profile with the correct/primary email address. The customer should continue using this email to log in after the merge.

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What gets transferred

When you merge, the Loser’s following data moves to the Winner:
  • Transactions
  • Identities
  • Rewards, benefits, points, and tier progress
  • Profile attributes (comms, appearance, custom)
  • Addresses

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How to merge in CX Manager

  1. Search for and open the Loser profile
  2. Click the dropdown arrow next to the profile name
  3. Select Merge Profile
  4. Search for the Winner profile by email
  5. Confirm you have selected the correct Winner — review the data that will be transferred
  6. Click Merge
You are redirected to the Winner profile on completion.

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Merging multiple duplicates

If there are three or more profiles for the same person:
  1. Merge Loser 1 → Winner
  2. Verify
  3. Merge Loser 2 → Winner
  4. Continue until all duplicates are consolidated
Do not attempt to merge all duplicates simultaneously.

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Important

Merging is permanent. The Loser profile is deleted. If a profile is actively used by a customer and the merge is made in error, data recovery may not be possible. Always verify before proceeding.
For technical details on merging via the API, see Merging Profiles — Developer Guide.