Who This Is For / When to Use
This update applies to all Kyrios users who use Workflows and manage duplicate contacts. It is especially relevant for teams using live chat, forms, or integrations that frequently create temporary or duplicate contact records.
What Changed With Contact Merges
When two contacts are merged in Kyrios, workflow executions are no longer dropped or left in an incomplete state. Kyrios now automatically evaluates which contact should continue the workflow and ensures execution continues under the correct contact record.
How Workflow Continuity Works During a Contact Merge
When a contact merge occurs, Kyrios applies deterministic rules to decide how workflows continue so that only one valid execution remains active.
If the Master Contact Is Not in the Workflow
If the master contact is not already enrolled in the workflow, Kyrios transfers the active workflow execution from the deleted contact to the master contact and continues all remaining steps without interruption.
If the Master Contact Is Already in the Workflow
If the master contact is already enrolled in the same workflow, Kyrios stops the duplicate execution created by the merged contact and allows the existing master contact execution to continue. This prevents duplicate journeys for the same person.
The execution log will display the message: “Contact is removed from the workflow since the enrolled contact was merged, and the master contact is already enrolled in the workflow.”
If Multiple Contacts Are Merged Into One
If several contacts are merged into a single master contact, Kyrios evaluates each workflow execution individually and applies the same logic to each one. All valid executions are preserved, and duplicates are safely closed.
Where to See Contact Merge Activity
Kyrios records a Contact Merged event in the workflow execution logs whenever a merge impacts an active workflow. This provides clear traceability for auditing and troubleshooting.
Example: Live Chat Guest Converts to an Existing Contact
A visitor starts a live chat as a guest contact and enters a follow-up workflow. Later, the visitor provides an email address that matches an existing contact record.
When the guest contact is merged into the existing contact, Kyrios transfers the workflow execution to the existing (master) contact and continues all remaining steps. No delays, waits, or actions are skipped.
Why This Matters
This improvement prevents workflows from stopping unexpectedly and eliminates duplicate automation paths for the same person. It ensures accurate automation behavior even in high-volume environments where contact merges are common.
Common Questions and Clarifications
Does this affect existing workflows?
No workflow changes are required. This behavior is applied automatically to all workflows.
Will I ever see duplicate messages sent?
No. If a duplicate workflow execution exists due to a merge, Kyrios automatically closes the extra execution to prevent duplicate messaging or actions.
Can this behavior be disabled?
No. This behavior is enforced system-wide to protect workflow integrity and data accuracy.