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Merge Leads by Phone Number

Automatically matches new leads to existing Upsheets by phone number to reduce duplicates.

Location: Settings > Eleads (scroll to the bottom of the page)

What it does

Merge Leads by Phone Number helps prevent duplicate Up Sheets when the same customer reaches out through more than one channel. When this setting is enabled, incoming leads that share a phone number with an existing open Up Sheet are added to that Up Sheet instead of creating a new one — even if the name on the new lead doesn't match the name already on file.

This applies to the following incoming lead types:

  • E-leads
  • Website chatbot leads
  • AISA voice calls
  • Credit applications
  • Appointment requests

How the matching works

  • Phone number is the match key, not name. If a customer calls in under a different name but uses a phone number tied to an open Up Sheet, the lead attaches to that existing Up Sheet rather than creating a duplicate.
  • Matching looks across all dealerships in your account. Turning this setting on for one rooftop also allows leads from that rooftop to match and attach to open Up Sheets at your other rooftops — regardless of whether those other rooftops have this setting enabled themselves.
    • The one exception is voice calls: AISA voice calls only merge within their own dealership.
  • Only recently active Up Sheets are eligible. An Up Sheet must have been worked within the last 18 months to be considered a match target.
  • Closed-out Up Sheets are never targets. Up Sheets marked Lost, Bad Lead, or Sold/Delivered are excluded from matching, so new leads for those customers will still create a fresh Up Sheet.

What happens when a lead merges

  • The existing Up Sheet keeps its currently assigned rep — the merge does not reassign ownership.
  • The Up Sheet's lead source follows whatever is configured under Lead Source Attribution on Merge (the setting directly above Merge Leads by Phone Number).

Important notes

  • This setting only affects future leads — it does not retroactively merge or change any existing Up Sheets.
  • Because matching can pull leads into Up Sheets at other rooftops in your account, review this setting with any multi-rooftop groups before enabling it.

How to enable it

  1. Go to Settings > Eleads.
  2. Scroll to the bottom of the page to the Merge Leads by Phone Number section.
  3. Check Enable Merge Leads by Phone Number.
  4. Click Save Settings.