130 lines
6.3 KiB
ReStructuredText
130 lines
6.3 KiB
ReStructuredText
=====================================
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Merge similar leads and opportunities
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=====================================
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Odoo automatically detects similar *leads* and *opportunities* within the **CRM** app. These
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identified duplicate records can be merged, without losing any information in the process.
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Doing so keep the pipeline organized, and prevents customers from being contacted by more
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than one salesperson.
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.. note::
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When merging opportunities, no information is lost. Data from the other opportunity is logged in
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the chatter, and the information fields, for reference.
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Identify similar leads and opportunities
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========================================
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Similar leads and opportunities are identified by comparing the email address and phone number of
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the associated contact. If a similar lead/opportunity is found, a *Similar Leads* smart button
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appears at the top of the lead (or opportunity) record.
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.. image:: merge_similar/similar-smart-button.png
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:align: center
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:alt: An opportunity record with emphasis on the Similar Leads smart button.
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Compare similar leads and opportunities
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---------------------------------------
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To compare the details of similar leads/opportunities, navigate to :menuselection:`CRM app -->
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Sales --> My Pipeline`, or :menuselection:`CRM app --> Leads`. Open a lead or opportunity, and click
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the :guilabel:`Similar Leads` smart button. Doing so opens an :guilabel:`Opportunities` page, in
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Kanban view, that only displays similar leads/opportunities. Click on a card to view the details for
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the lead/opportunity, and confirm if they should be merged.
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.. note::
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*Leads* will not appear in the header menu unless the leads feature has been activated. This can
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be done by navigating to :guilabel:`CRM app --> Configuration --> Settings` and ticking the
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checkbox next to :guilabel:`Leads`, then clicking :guilabel:`Save`.
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Merge similar leads and opportunities
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=====================================
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.. important::
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When merging, Odoo gives priority to whichever lead/opportunity was created in the system first,
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merging the information into the first created lead/opportunity. However, if a lead and an
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opportunity are being merged, the resulting record is referred to as an opportunity, regardless
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of which record was created first.
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After confirming the leads/opportunities should be merged, return to the :guilabel:`Opportunities`
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page, in Kanban view, using the breadcrumb link, or by clicking the :guilabel:`Similar Leads` smart
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button on the opportunity form. Click the :icon:`oi-view-list` :guilabel:`(list)` icon to change to
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list view.
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Tick the checkbox on the left of the page for the leads/opportunities to be merged. Then, click the
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:icon:`fa-cog` :guilabel:`Action` icon at the top of the page, to reveal a drop-down menu. From
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that drop-down menu, select the :guilabel:`Merge` option to merge the selected opportunities or
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leads.
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When :guilabel:`Merge` is selected from the :icon:`fa-cog` :guilabel:`Action` drop-down menu, a
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:guilabel:`Merge` pop-up modal appears. In that pop-up modal, under the :guilabel:`Assign
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opportunities to` section, optionally select a :guilabel:`Salesperson` and :guilabel:`Sales Team`
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from the appropriate drop-down menus.
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Below those fields, the leads/opportunities to merge are listed, along with their related
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information. To add more, click :guilabel:`Add a line`, tick the checkbox next to the desired
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leads/opportunities from the resulting :guilabel:`Add: Leads/Opportunities' pop-up modal, then click
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the :guilabel:`Select` button. The additional selections now appear in the list. To merge those
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selected leads/opportunities, click :guilabel:`Merge`.
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The pop-up window disappears, and the detail card for the merged opportunity/lead appears.
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.. image:: merge_similar/select-merge.png
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:align: center
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:alt: List of similar leads and opportunities selected for merge in the CRM app.
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.. danger::
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Merging is an irreversible action. Do **not** merge leads/opportunities unless absolutely certain
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they should be combined.
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When leads/opportunities should not be merged
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=============================================
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There may be instances where a similar lead or opportunity is identified, but should *not* be
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merged. These circumstances vary, based on the processes of the sales team and organization. Some
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potential scenarios are listed below.
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Lost leads
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----------
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If a lead/opportunity has been marked as :doc:`lost <lost_opportunities>`, it can still be merged
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with an active lead or opportunity. The resulting lead/opportunity is marked active, and added to
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the pipeline.
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Different contact within an organization
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----------------------------------------
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Leads/opportunities from the same organization, but with different points of contact, may not have
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the same needs. In this case, it is beneficial to *not* merge these records, though assigning the
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same salesperson, or sales team, can prevent duplicated work and miscommunication.
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Duplicates with more than one salesperson
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-----------------------------------------
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If more than one lead/opportunity exists in the database, there may be multiple salespeople assigned
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to them, who are actively working on them independently. While these leads/opportunities may need
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to be managed separately, it is recommended that any affected salespeople be tagged in an internal
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note for visibility.
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Contact information is similar, but not identical
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-------------------------------------------------
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Similar leads and opportunities are identified by comparing the email addresses and phone numbers of
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the associated contacts. However, if the email address is similar, but not identical, they may need
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to remain independent.
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.. example::
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Three different leads were added to the pipeline, and assigned to different salespeople. They
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were identified as *Similar Leads*, due to the email addresses of the contacts.
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Two of the leads appear to come from the same individual, `Robin`, and have identical email
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addresses. These leads should be merged.
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The third lead has the same email domain, but the address is different, as is the contact name.
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While this lead is most likely from the same organization, it is from a different contact, and
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should **not** be merged.
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.. image:: merge_similar/contact-info-example.png
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:align: center
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:alt: List of similar leads with emphasis on the contact information in the CRM app.
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