← All conversations Conversation 20 Oct 2026, 01:17 UTC · 1 question · ID 3b16c0d8a037
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“Tell me about the Smart CRM, and how are duplicates handled when we import?”
Answer
The Smart CRM is well covered: the shared record, what the free plan includes and the Data Agent suggesting duplicate merges. The site never explains how an import detects duplicates, which fields it matches on, or whether a matching row updates an existing record or creates a new one.
Section on the site Status Ticket /products/crm Customer data your teams will actually keep up to date↗ Add import and duplicate matching to the Smart CRM page Ticket Ticket Paste this into your ticketing tool.
Add import and duplicate matching to the Smart CRM page
Who needs it: Admins setting up the free Smart CRM
Section: /products/crm › Customer data your teams will actually keep up to date
What is missing:
- The Smart CRM page never mentions importing contacts or companies.
- How duplicates are detected during an import is not explained.
- Whether a matching row updates the existing record or creates a new one is not stated.
Where: Update this section: add a third card beside "Records that fill themselves in" and "Shaped around how your business works".
Related sections: Everything in the free Smart CRM · An agent that notices. A team that approves.
What to do:
1. Confirm with product which fields imports match on and how matched rows are treated (update, skip or create).
2. Add a card covering import, duplicate matching and the review step before changes apply.
3. Link the card to the migration guidance on /pricing and /solutions/switch-crm.
Done when: /products/crm explains how imports match existing records and what happens to duplicate rows.
From: conversation 3b16c0d8a037, question 1: "Tell me about the Smart CRM, and how are duplicates handled when we import?" Close Copy
Who needs it: Admins setting up the free Smart CRM
What is missing The Smart CRM page never mentions importing contacts or companies. How duplicates are detected during an import is not explained. Whether a matching row updates the existing record or creates a new one is not stated. Where Update this section: add a third card beside "Records that fill themselves in" and "Shaped around how your business works".
Related sections Everything in the free Smart CRM · An agent that notices. A team that approves. What to do Confirm with product which fields imports match on and how matched rows are treated (update, skip or create). Add a card covering import, duplicate matching and the review step before changes apply. Link the card to the migration guidance on /pricing and /solutions/switch-crm. Done when: /products/crm explains how imports match existing records and what happens to duplicate rows.
/pricing Bring your history with you (card)↗ Add duplicate handling to the import card on /pricing Ticket Ticket Paste this into your ticketing tool.
Add duplicate handling to the import card on /pricing
Section: /pricing › Bring your history with you (card)
What is missing:
- The import description covers mapping and a test import but not how duplicate records are matched or merged.
Where: Update this section: add a line to the card "Bring your history with you" after "A test import before anything goes live".
What to do:
1. Confirm with product the matching rules used during import.
2. Add one line on duplicate matching and how matches are resolved.
Done when: The "Bring your history with you" card on /pricing states how imported rows that match existing records are handled.
From: conversation 3b16c0d8a037, question 1: "Tell me about the Smart CRM, and how are duplicates handled when we import?" Close Copy
What is missing The import description covers mapping and a test import but not how duplicate records are matched or merged. Where Update this section: add a line to the card "Bring your history with you" after "A test import before anything goes live".
What to do Confirm with product the matching rules used during import. Add one line on duplicate matching and how matches are resolved. Done when: The "Bring your history with you" card on /pricing states how imported rows that match existing records are handled.
/solutions/switch-crm Run a test import (card)↗ Explain duplicate checks in the test import step on /solutions/switch-crm Ticket Ticket Paste this into your ticketing tool.
Explain duplicate checks in the test import step on /solutions/switch-crm
Who needs it: Data teams migrating from another CRM
Section: /solutions/switch-crm › Run a test import (card)
What is missing:
- The test import step does not say whether duplicates are flagged or how they are matched against existing records.
Where: Update this section: add to the card "Run a test import" after "Fix mappings before anything goes live".
Related sections: What a calm switch looks like
What to do:
1. Confirm with product whether the sandbox import reports duplicates and on which fields.
2. Add a short line on duplicate checks in the test import results.
Done when: The "Run a test import" card on /solutions/switch-crm says how duplicates are found and resolved during the test run.
From: conversation 3b16c0d8a037, question 1: "Tell me about the Smart CRM, and how are duplicates handled when we import?" Close Copy
Who needs it: Data teams migrating from another CRM
What is missing The test import step does not say whether duplicates are flagged or how they are matched against existing records. Where Update this section: add to the card "Run a test import" after "Fix mappings before anything goes live".
Related sections What a calm switch looks like What to do Confirm with product whether the sandbox import reports duplicates and on which fields. Add a short line on duplicate checks in the test import results. Done when: The "Run a test import" card on /solutions/switch-crm says how duplicates are found and resolved during the test run.
/get-started Bring in your contacts (card)↗ Add duplicate matching to the contacts import step on /get-started Ticket Ticket Paste this into your ticketing tool.
Add duplicate matching to the contacts import step on /get-started
Section: /get-started › Bring in your contacts (card)
What is missing:
- The spreadsheet import step mentions column mapping but not what happens when imported contacts already exist.
Where: Update this section: add to the card "Bring in your contacts" after "Columns map to fields as you go".
What to do:
1. Confirm with product how the free-plan import matches existing contacts.
2. Add a line on duplicate matching to the card.
Done when: The "Bring in your contacts" card on /get-started says how imported contacts that already exist are handled.
From: conversation 3b16c0d8a037, question 1: "Tell me about the Smart CRM, and how are duplicates handled when we import?" Close Copy
What is missing The spreadsheet import step mentions column mapping but not what happens when imported contacts already exist. Where Update this section: add to the card "Bring in your contacts" after "Columns map to fields as you go".
What to do Confirm with product how the free-plan import matches existing contacts. Add a line on duplicate matching to the card. Done when: The "Bring in your contacts" card on /get-started says how imported contacts that already exist are handled.
Answer full page This page introduces the Smart CRM: the free, shared record that marketing, sales, service and your agents all work from, and what it includes. When you import, Hourglass matches incoming rows against your existing records using set rules, so you can see whether a row updates a record or creates a new one; the docs article below has the details.
Open the answer page ↗ Questions and answers are shown as recorded. Status, what is missing and what to do are our analysis of the live site, read 22 Oct 2026.