@Rafiullah Karim First, I am sorry the CRM extension is exhibiting this trouble. This is the first time I have heard a report of this. The first step is always to reproduce and diagnose the issue. Can you describe the steps you take that results in a duplicate contact? My first thought is that maybe the call is being logged manually and automatically. Do you know if you have automatic logging turned on? Is there any strange behavior you are observing? Are you prompted to log the call twice, anything like that? 

There is not an obvious reason this is happening - at least looking at the source code. So we might want to schedule a debugging session together. I can message you privately. But we will get to the bottom of this. 

I turned off all automatic log ins . I manually add the contacts and logs , but the CRM only provides one option ( Create new contact ) even if the caller is existing contact who is already saved in Clio. Also I see that the CRM is not synced with the original RingCentral app. so the contacts that are saved in the RingCentral app is not shown in CRM. 

@Rafiullah Karim I wanted to provide a follow up given that we had an opportunity to speak offline. For those who might be following this thread, we learned that duplicate contacts are being created because the Unified CRM extension was not configured properly to find contacts successfully in Clio. So each time the extension would fail to find a contact, and prompt @Rafiullah Karim to create yet another contact. 

Once I pointed @Rafiullah Karim towards our documentation to make the contact lookup process work successfully in Clio, duplicate contacts were no longer being created. 

Best practice for Clio users: the key here is using a consistent phone number format within Clio. When phone numbers use divergent formats, then the software has to conduct multiple searches for phone numbers which slows the contact matching process down considerable. This is a limitation with the Clio API which we have communicated to Clio on multiple occasions. The Clio team has been reluctant to commit to a fix. We continue to look for solutions to alleviate this problem however, and will update the community if we come up with anything. 

Hi @ByrneReese 

Thank you for taking the time to speak with me about the duplicate contact issue in RingCentral CRM. I really appreciate your guidance; it was helpful to understand the cause of the error and how to avoid it in the future.

However, I still have a long list of contacts saved in various formats, and fixing that isn’t going to be easy. I hope that in the near future, Clio introduces features that allow us to merge duplicates rather than just removing them. Many of these contacts are linked to matters or contain important logs, so this would definitely help us avoid additional challenges.

Thanks again for your assistance!

Best regards,
Rafi