Sometimes, the same candidate may have multiple profiles in Talkpush. This can happen when they apply using different email addresses or phone numbers. In other cases, applications from different candidates may accidentally end up under the same profile.
To keep candidate records organized, Talkpush now allows Owners and Managers to merge or unmerge profiles directly from the Applications tab, without contacting Support.
What are Merge and Unmerge?
Merge profiles: Use this when one candidate has multiple profiles. You can move an application from a duplicate profile to the main profile.
Example: A candidate has two profiles from different applications. You can combine them into one profile.
Unmerge profiles: Use this when applications from two different candidates are linked to the same profile by mistake.
Example: Two related candidates used the same phone number when applying, causing their applications to appear under one profile. You can separate them so each has their own profile.
Both actions require confirmation before changes are made and are recorded in the profiles' Journey tabs.
Enabling this Feature
To enable Self-service Profile Merge, please contact your AOM for assistance.
Who can use this
Owners and Managers can merge and unmerge candidate profiles without contacting Support.
Recruiters and other roles cannot use this feature.
The Applications Tab
The new Applications tab is the central place for merging and unmerging candidate profiles. It replaces the old process of contacting Support and gives Owners and Managers a clear view of all related profiles in one place.
The tab is divided into two sections:
On this profile – Shows all applications linked to the candidate profile you're viewing, with the total application count displayed beside the heading.
Found on other profiles – Shows related applications linked to other profiles, grouped by person. Each person has a card displaying their name, profile ID, and total number of applications.
How matching works
Three signals are checked every time:
Signal | What it checks |
Email address | Any profile or application carrying the same email as this profile |
Mobile number | Any profile or application carrying the same mobile number as this profile |
Conversation channel | Any profile whose conversation thread shares the same channel (e.g. the same WhatsApp number or Facebook Messenger ID) — even when email and mobile are completely different |
The conversation channel signal is especially important because it can detect candidates linked through a forwarded message or reused phone number, even when their profile contact details don't match.
Search: A search bar at the top lets you look up by email address, mobile number, or application ID. Results join the "Found on other profiles" list; a card holding a search result starts open.
100-match limit: The list displays the 100 most recent matches. If there are more, a notice appears at the bottom suggesting you use the search field to find specific matches.
If the list is complete, it ends with: Not listed? Search above by email, mobile or application ID.
Match reasons appear on each card or application row:
"Matches on Email" or "Matches on Mobile" appears once per person card.
"Shared conversation" appears on the specific application that shares the channel.
"Search result" appears on applications returned by a manual search.
How to Merge Profiles
Use Merge into this profile to move an application from another profile to the primary profile you want to keep.
Open the candidate profile you want to keep.
Go to the Applications tab.
Under Found on other profiles, find the application you want to merge. Use the search field if needed.
Click Merge into this profile on the application row.
Review the confirmation sheet:
The application being moved.
The conversations that will move with it (all selected by default).
Whether the other profile will be retired.
The alternate email that will be saved if the other profile is retired.
Untick any conversations you don't want to move.
Tick I understand.
Click Merge profiles.
A confirmation message will appear, and the Applications tab will update automatically.
What Happens After a Successful Merge
The selected application and conversations move to the primary profile.
If the other profile has no remaining applications, it is retired (marked inactive).
Its email is saved on the primary profile as an alternate email, tagged Added by merge, in the Attributes tab.
If the other profile has other applications, it remains active.
The merge is recorded in the Journey tab of both profiles.
How to Move an Application to a New Profile (Unmerge)
Use Move to new profile to separate an application from the current candidate profile and create a new profile for it.
Open the candidate profile containing the application you want to separate.
Go to the Applications tab.
Find the application under On this profile or Found on other profiles.
If the row says Only application · nothing to split, it cannot be unmerged because it is the only application on that profile.
Click Move to new profile on the application row.
Review the confirmation sheet:
The application being moved.
The conversations that will move with it (selected by default).
Optional details for the new profile, such as name, email, or mobile number.
Tick I understand.
Click Unmerge profiles.
A confirmation message will appear, showing which applications remain on each profile.
What Happens After a Successful Unmerge
A new candidate profile is created for the moved application.
The selected application and conversations move to the new profile.
The original profile keeps its remaining applications and stays active.
Any optional details provided (name, email, or mobile number) are saved to the new profile.
The unmerge is recorded in the Journey tab of both profiles.
A confirmation message shows which applications remain on each profile.
Fix-email prompt
If the primary profile still shows the other person's email address after the unmerge, a prompt appears offering to correct it. You can fix it immediately or skip it and correct it manually in the Attributes tab later.
Note: The fix prompt currently covers email only. If the wrong mobile number remains on the primary profile, correct it manually in the Attributes tab.
Conversations
Each application can have linked conversations, such as WhatsApp, Facebook Messenger, or SMS. These appear in the confirmation sheet, grouped by application and showing their channel type.
Category | During Merge | During Unmerge |
Conversations | All conversations linked to the incoming application are selected by default and move to the primary profile. | Conversations linked to the application being moved are selected by default and move to the new profile. |
Selection | You can untick conversations you don't want to move.  | Only conversations linked to the application being moved can be selected. Others stay on the current profile. |
Messages | Conversations that are not selected stay with the original profile. A warning appears if a conversation will stay behind without its screening history. | Each message keeps its link to its original application, so messages remain accessible from the correct application. |
Shared Conversations | If the source profile remains active, unselected conversations stay there. | Shared conversations move as a whole. They are not split by sender, and each message keeps its application link. |
Supported Channels | WhatsApp, Facebook Messenger, and SMS | WhatsApp, Facebook Messenger, and SMS |
Important: Shared threads (where two candidates replied within the same conversation) are moved whole to the new profile. The thread is not split by sender. Each message retains its link to its own application, so both sides of the conversation remain readable from their respective application views.
Journey Tab and Attributes Tab
Journey Tab (Activity History)
Every completed merge or unmerge is recorded in the Journey tab of both profiles.
Each record shows:
Who made the change and when.
Which applications and conversations were moved.
Which profile was retired after a merge.
Any alternate email saved during the merge.
You can also switch between both profiles' views of the same activity without leaving the page.
Attributes Tab (Alternate Email)
If the other profile is retired after a merge, its email address is saved on the primary profile as an alternate email.
You can find it at the top of the Attributes tab, labeled Added by merge.
What Does a Retired Profile Mean?
A retired profile is not deleted. It is marked inactive and no longer appears in search results.
It also no longer has its own Journey tab. However, you can still view its activity through the merge record in the primary profile's Journey tab by switching between the two profile views.
Q: Why can't I unmerge an application?
A: If duplicate management is enabled for the campaign, you cannot unmerge an application if it would create two profiles with the same email address or mobile number. You can use a different email or mobile number for the new profile, or turn off duplicate management for that campaign before trying again.
Q: What happens if someone updates the profile while I'm confirming a merge or unmerge?
A: The action will not proceed to avoid applying changes to outdated information. You'll see a Nothing was changed message. Click Retry to review the latest profile details and try again.
Q: Will the other profile always be retired after a merge?
A: No. The other profile will only be retired if it has no remaining applications. If it still has other applications, it stays active, and only the selected application moves to the primary profile.
Q: When is the alternate email saved to the primary profile?
A: The alternate email is saved only when the other profile is fully retired after the merge.
Q: What happens if a merge or unmerge fails?
A: If something goes wrong, no changes will be saved. Your profiles and applications will remain as they were before the action.
What is not yet available
This first release covers the most common cases. The following are planned for a future update:
Scenario | Status |
Merging more than one application at a time (bulk merge) | Coming later — one application per action for now |
Merging profiles across different companies | Not yet supported |
Fixing a wrong mobile number after an unmerge via the fix prompt | Coming later — correct it manually in Attributes for now |
Merge and unmerge in the classic candidate UI | Not yet covered — new UI only |
