Merge User Records

When the same employee is represented by multiple User Records — due to different login credentials, integration mismatches, or device detection — you can merge those records into a single unified user. This combines all identifiers, group memberships, and Agent assignments into a single record and removes duplicates.

Contents

• When to merge User Records vs. merge Agents
• How to merge user records
• Common use cases
• Learn more

When to merge User Records vs. merge Agents

Merge User Records combines multiple user records (identifiers, groups, and Agents) into a single user. This is for when you have duplicate user records representing the same person and need to consolidate all identifiers, group memberships, and Agents into a single record.

Merge Agents combines multiple Agent instances for a single user into a single Agent. Use this when a single user already has multiple Agents assigned to their record, and you want to consolidate activity data and free up licenses.

Important: When merging User Records, you can also merge the consolidated Agents in the same operation.

How to merge user records

Select users to merge

1. On the User Records tab, select 2 to 10 users using the checkboxes to the left of the table
2. Click the Merge users button in the bulk action bar at the top of the table

Important:

• You must select at least 2 users to enable the Merge users action. If only 1 user is selected, the action will be disabled.
• You may not merge more than 10 users at once.

Review selections

1. A merge wizard opens, displaying the users you selected. Review the list to confirm these records represent the same person.
2. Deselect any users that should not be included. You can reselect them before continuing.
3. Click Continue when at least 2 users remain selected.

Select Primary User

1. Click into the user card to see the identifiers, Agents and Groups details.
2. Designate one user as the Primary User using the radio button to the left. The primary user's Display Name, Primary Group, and Tracking Status will be retained for the merged record.
3. Optional: Check the Merge Agent Records checkbox to also consolidate all Agents into the most recently active agent during this operation. This checkbox is unchecked by default.
4. Click Continue.

How the Primary User selection works:

• Single-value attributes (Display Name, Primary Group, Tracking Status) are taken from the Primary User. Values from secondary users are discarded.
• Multi-value attributes (emails, UPNs, employee IDs, device logins, group memberships, Agents) are combined from all selected users into the merged record.

Review and confirm

1. Review the summary of the final merged user record, including all combined identifiers, groups, and Agents.
2. Click Merge users to complete the operation.

Important: This action is permanent and cannot be undone.

Confirmation

A confirmation message confirms the merge was successful and provides a link back to the User Records tab.

Important:

• All secondary user records are permanently deleted after the merge. No empty "shell" users will remain.
• When you delete a user record as part of a merge, their identifiers are not added to the Do Not Track list (unlike standalone user deletion), since they are being consolidated into the primary user.
• If you opted to merge Agents, all activity data is consolidated under the most recently active agent, and additional licenses are freed up.
• If you did not merge Agents, all Agents from secondary users are reassigned to the primary user. You can merge those Agents later if needed.
• If the merge cannot be completed due to identifier conflicts with other users in the system, an error message will indicate the conflict. Resolve the conflict before retrying.
• If you cancel or click Back to User Records at any step, you will return to the Users page with your previous filters, search, and user selections preserved.

Common use cases

• An employee was detected on multiple devices with different login credentials, creating separate user records
• An integration (HRIS, SSO) created a new user record that didn't match an existing record
• Manual cleanup left behind "zero Agent" shell users from previous Agent reassignment workflows
• Reducing license consumption when simultaneously consolidating duplicate records and merging their Agents

Learn more

• User Management via the Users Page