When contacts are created in Hero, a search is carried out to see if they already exist. This is to prevent contacts being duplicated. This search is not always successful as the data may differ slightly between the existing contact and the details you have entered, or the import data had full details against the contact in one place but only partial in another.
Failure to find unique matches will result in an additional record for the same contact being added. Any updates to the contact would have to be done more than once.
In this example you will see that Sherrill Poppins appears under Caregivers twice. She is linked to her own children (Martha and Mary) and she is also linked to Steven Poppins-Smith. She has been created twice as her email address matched for Martha and Mary but when processing Steven, she was only an Emergency Contact and had no email address entered.
To following steps will turn the above example into this. By having all students linked to the same contact record, if the basic details change for Sherrill e.g. phone number, the change will only need to be made once.
1. Find the email address for the contact by clicking on the contact's name. If your first occurrence of the name does not have an email address then try the next.
2. Copy the email address to your clipboard.
3. Click on the name of the contact without the email address.
4. Paste the email address into the email address field. This will activate the merge process.