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Action Required

Action Required (/action-required) is the consolidated queue for items needing a human decision—duplicate contacts, failed automations, pending approvals, and other blockers that should not hide in module silos. Data hygiene tabs for duplicate phone and duplicate email help CRM admins merge records before bad data spreads to campaigns and inbox threading. Use Scan overlaps to detect candidates, review side-by-side, then Merge into a single golden contact. Managers should review this queue weekly alongside Notifications.

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Who can do this​

Managers and Admins typically; duplicate merge may require elevated CRM edit permission.

Before you begin​

  • Contacts imported or created organically—duplicates exist in most mature workspaces
  • Merge policy agreed: which fields survive, how to handle open deals on merged records
  • Backup or export taken before bulk merge if compliance requires

What you'll accomplish​

  • You can open Action Required and navigate duplicate tabs
  • Scan overlaps surfaces duplicate phone and email clusters
  • Merge completes with one surviving contact record
  • Queue count decreases after each resolution

Step-by-step procedure​

Open the queue​

  1. Sidebar → Action Required (/action-required) under Work or CRM nav.
  2. Note total open count badge—sort by priority or date if available.
  3. Scan categories beyond duplicates (approvals, failures) based on your workspace configuration.

Duplicate phone and email tabs​

  1. Select the duplicate phone tab—lists contacts sharing normalized phone numbers.
  2. Select the duplicate email tab—lists contacts sharing the same email address.
  3. Work phone tab first or email tab first—consistent order prevents missed pairs.

Scan overlaps workflow​

  1. Click Scan overlaps (or equivalent scan action on the tab toolbar).
  2. Wait for scan completion—new duplicate clusters may appear that manual review missed.
  3. Open a duplicate cluster row to compare contact summaries side-by-side.
  4. Verify same person—check name variants, company, recent inbox threads, open deals.
  5. Choose primary record (usually most complete or oldest created date per policy).
  6. Click Merge—confirm field resolution dialog if shown.
  7. Repeat until tab shows zero or acceptable residual duplicates.

Non-duplicate items​

Action Required may also list:

  • Pending manager approvals escalated from Workforce
  • Smart Flow failures needing retry or skip
  • Integration health items

Open each row, complete the indicated action, confirm row disappears from queue.

Post-merge verification​

  1. Open surviving contact detail—timeline should combine activity from merged records.
  2. Confirm inbox threads and deals linked correctly.
  3. Run Scan overlaps again after large import batches.

Verify your work​

  • Duplicate tab count drops after Merge
  • Merged contact shows unified timeline and single phone/email
  • Campaign audience counts update without duplicate sends
  • Queue badge decreases on refresh

Tips​

tip

Run Scan overlaps after every CSV contact import—cheaper than fixing campaign bounces later. Document merge owner as Admin role to avoid two reps merging the same cluster concurrently.

Troubleshooting​

| Scan overlaps finds nothing | No duplicates at threshold—or scan still running | | Merge disabled | Insufficient permission or open deal conflict | | Wrong survivor | Restore from backup if available; prevention beats reversal | | Queue refills quickly | Fix source integration creating duplicate contacts on sync |

See also​