Manual Persona Merging

while aiq handles most merging automatically, there are times when you may need to manually correct information or split personas important manual merging is done by correcting pii (phone and/or email), not by using the merge button manually correcting or merging personas to manually merge personas, simply correct the pii in the profile steps navigate to customers > personas open the persona go to the general tab scroll to traits click edit update the phone number, email, or other pii wait up to 24 hours for the system to process the merge pos considerations some pos systems require the customer to complete another transaction before new pii syncs into aiq ❌ do not use the merge button the merge button requires entering internal contact ids and can create irreversible merges use pii correction instead if you’re unsure, contact support manually unmerging personas to separate personas that were incorrectly merged steps navigate to customers > personas > profile merges locate the incorrect pii update the information to the correct phone/email wait for the next data sync (up to 24 hours) integration notes pos systems often require a new transaction for updated pii some integrations only sync when that external system pushes new data if data was updated in aiq only, it will unmerge overnight splitting a single merged record if you want to split off one merged profile go to history > merges edit the incorrect merged record’s pii aiq will split only that one record into its own persona remaining merged profiles stay intact note points may be recalculated for the separated profile ❌ do not create a new persona creating a new customer record will cause more duplicates more incorrect merges conflicting histories inaccurate loyalty points always update the existing persona instead when to contact support removing invalid emails, phone numbers, or pii undoing a merge involving fake or placeholder data splitting a record when pii can’t be recovered complex merge issues caused by pos imports