Problem

Duplicate contacts with different External IDs exist in your Everbridge Organization.

Root Cause

This happens when contacts are entered into the system manually, or uploaded from multiple database systems without a unified contact management system. It can also occur when the external ID field in your primary data source does not contain unique values for each record.

Solution

Short-term solution

1. Download Your Contacts: Export your entire contact list from your system. (Organization > Contacts + Assets > Contacts > Download)

2. Sort Contacts Alphabetically: Using a spreadsheet program (like Microsoft Excel or Google Sheets), sort the contacts alphabetically by last name. This will make it easier to identify duplicates.

3. Update External IDs: Consider updating the external ID for each contact to their email address, as this is often a unique identifier.

4. Manually Delete Duplicates: Carefully review the sorted list and manually delete any duplicate entries. Pay special attention to contacts with different External IDs but otherwise identical information.

5. Re-upload the Contact List: Once you have cleaned up your list, re-upload it to your system using the 'REPLACE' option. This ensures that your contact list is updated without creating new duplicates and helps remove existing duplicates.

Long-term solution

1. Implement a more automated and centralized approach to contact management. This may involve using SFTP or API integration for bulk uploads and updates.

2. Ensure that your primary data source has unique values in the external ID field for each contact.

3. Consider using a contact management tool or software that offers advanced duplicate detection and merging capabilities.

4. Review your contact management strategy to ensure all contacts are being managed automatically, rather than manually, to prevent future data integrity issues.

If you continue to experience issues or need to make significant changes to your contact list, contact your Everbridge Account Manager for assistance.