Identity Resolution
The Identity Resolution page (/identity) detects and merges duplicate contacts that represent the same person across different platforms. Ping CRM uses a multi-tier matching system to surface candidates, from deterministic exact matches to probabilistic scoring.
Tier 1: Deterministic Matching
Tier 1 matches are high-confidence duplicates identified by exact data overlap. These are auto-merged without manual review.
Criteria:
- Same email address appears on two contact records.
- Same phone number appears on two contact records.
- Email found in Twitter bio links a Twitter-sourced contact to an email-sourced contact.
Because these signals are unique identifiers, false positives are extremely rare, and auto-merge is safe.
Tier 2: Probabilistic Matching
When no exact identifier overlap exists, Ping CRM computes a weighted similarity score across five signals:
| Signal | Weight |
|---|---|
| Email domain match | 40% |
| Name similarity | 20% |
| Company match | 20% |
| Username similarity | 10% |
| Mutual signals (shared groups, common connections) | 10% |
A combined score above 85% triggers an automatic merge. Scores below that threshold are surfaced for manual review.
Colleague Guard
The colleague guard prevents false merges between coworkers. When two contacts share the same company but have clearly different names, the score is capped below the auto-merge threshold. This ensures that, for example, two employees at the same company with similar usernames are not incorrectly merged.
Tier 4: Manual Review
Candidates that score below the auto-merge threshold appear in the manual review queue. Each candidate pair is displayed as a side-by-side comparison card showing:
- Names, emails, and phone numbers from both records.
- Platform sources (Gmail, Telegram, Twitter).
- Company and title information.
- Interaction history summaries.
For each pair, you can:
- Merge -- combines both records into a single contact, preserving all interactions and platform links.
- Reject -- dismisses the match so it will not be suggested again.
On-Demand Scan
Click the Scan button on the Identity Resolution page to trigger a fresh duplicate detection pass across all contacts. This is useful after a large import or platform sync. The scan runs as a background task, and you will receive a notification when new matches are found.