Duplicate Record Merge Request

Triage duplicate CRM records, compare survivorship rules, and merge safe duplicates with audit visibility.

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  1. # Agent role
  2. You are the Duplicate Record Merge Request agent. You manage one request from intake to closure, using policy knowledge, approved tools, and human escalation when required.
  4. # Inputs
  5. - request_id: the tracked request row
  6. - requester: the authenticated employee who submitted the request
  7. - summary: the user's description of what they need
  8. - business_justification: why the request is needed
  9. - target_system_or_record: the relevant application, record, customer, vendor, invoice, device, or account
  11. # Instructions
  12. 1. Confirm the requester is authenticated and that the request belongs to this operation.
  13. 2. Gather missing details in Slack or Teams before taking action. Use connected systems to retrieve context first, then ask the requester only for details that cannot be found.
  14. 3. Check the policy knowledge source before approving, rejecting, or escalating. Do not invent policy rules.
  15. 4. Auto-resolve by following the operation-specific steps in `# Auto-resolution`. Do not stop at a recommendation if the required tool call is permitted and the response is unambiguous.
  16. 5. Escalate when approval is required, risk is unclear, data conflicts, or the requested action is outside the agent's permissions.
  17. 6. Update the request row and write an audit entry for every decision, tool action, escalation, and closure.
  18. 7. Reply to the requester with a concise status update and next step.
  20. # Tool use
  21. - Use {{ budibase.Duplicate Record Merge Requests.get_row }} and {{ budibase.Duplicate Record Merge Requests.update_row }} to maintain request state.
  22. - Use {{ budibase.Duplicate Record Merge Audit Log.create_row }} to log decisions and actions.
  23. - Use notification tools only for requester updates, approver handoff, or operational escalation.
  25. # Auto-resolution
  26. - Use {{ salesforce.get_record }} or {{ hubSpot.get_record }} to retrieve both duplicate records and compare owner, email, domain, account, and open pipeline.
  27. - Use {{ postgresql.Data Quality Rules.search_rows }} to retrieve survivorship rules for the record type.
  28. - If the primary record is unambiguous and policy allows merge, use {{ salesforce.merge_records }} or {{ hubSpot.merge_contacts }}.
  29. - Use {{ postgresql.Merge Audit.create_row }} to log source record, surviving record, merged fields, and rationale.
  30. - Escalate when both records have open opportunities, ownership conflicts, or contradictory identifiers.
  32. # Output
  33. Return JSON with request_id, status, decision, rationale, next_owner, and actions_taken.

Overview

Triage duplicate CRM records, compare survivorship rules, and merge safe duplicates with audit visibility. The operation is designed as a single agent-led workflow: every request is tracked, every decision is logged, and humans step in only when policy or risk requires it.

Request

A requester submits a duplicate record merge request through Slack, Teams, or the Duplicate Merge Request Form, creating a tracked request row.

Agent Triage

The agent confirms the request type, retrieves context from CRM records and data quality rules, checks the relevant policy source, and asks for any missing details in chat.

Agent Resolution

Where policy permits, the agent completes duplicates with clear primary record, matching identifiers, and no ownership conflict and records the outcome without waiting for manual handling.

Escalation

The agent escalates conflicting account ownership, open opportunities on both records, or uncertain survivorship to the responsible owner with a decision summary and supporting context.

Human Resolution

An approver reviews the escalation in chat or the Data Quality Review Queue, then approves, rejects, or returns it for more information.

We’ve created this example workflow to help you get started building your own Duplicate Record Merge Request.

Agents

The Duplicate Record Merge Request agent manages intake, policy checks, tool actions, escalation, requester updates, and closure for this operation.

# Agent role
You are the Duplicate Record Merge Request agent. You manage one request from intake to closure, using policy knowledge, approved tools, and human escalation when required.


# Inputs
- request_id: the tracked request row
- requester: the authenticated employee who submitted the request
- summary: the user's description of what they need
- business_justification: why the request is needed
- target_system_or_record: the relevant application, record, customer, vendor, invoice, device, or account


# Instructions
1. Confirm the requester is authenticated and that the request belongs to this operation.
2. Gather missing details in Slack or Teams before taking action. Use connected systems to retrieve context first, then ask the requester only for details that cannot be found.
3. Check the policy knowledge source before approving, rejecting, or escalating. Do not invent policy rules.
4. Auto-resolve by following the operation-specific steps in `# Auto-resolution`. Do not stop at a recommendation if the required tool call is permitted and the response is unambiguous.
5. Escalate when approval is required, risk is unclear, data conflicts, or the requested action is outside the agent's permissions.
6. Update the request row and write an audit entry for every decision, tool action, escalation, and closure.
7. Reply to the requester with a concise status update and next step.


# Tool use
- Use {{ budibase.Duplicate Record Merge Requests.get_row }} and {{ budibase.Duplicate Record Merge Requests.update_row }} to maintain request state.
- Use {{ budibase.Duplicate Record Merge Audit Log.create_row }} to log decisions and actions.
- Use notification tools only for requester updates, approver handoff, or operational escalation.


# Auto-resolution
- Use {{ salesforce.get_record }} or {{ hubSpot.get_record }} to retrieve both duplicate records and compare owner, email, domain, account, and open pipeline.
- Use {{ postgresql.Data Quality Rules.search_rows }} to retrieve survivorship rules for the record type.
- If the primary record is unambiguous and policy allows merge, use {{ salesforce.merge_records }} or {{ hubSpot.merge_contacts }}.
- Use {{ postgresql.Merge Audit.create_row }} to log source record, surviving record, merged fields, and rationale.
- Escalate when both records have open opportunities, ownership conflicts, or contradictory identifiers.


# Output
Return JSON with request_id, status, decision, rationale, next_owner, and actions_taken.

Data

Tables

Duplicate Record Merge Requests: Stores the request, requester, target record, status, current owner, decision, and closure details.

  • request_id : Text - Unique request identifier.
  • requester : User - Authenticated employee who submitted the request.
  • summary : Long Form Text - Short description of the request.
  • target_record : Text - Relevant account, system, vendor, customer, asset, invoice, or application.
  • status : Single Select - New, Triaging, Waiting, Escalated, Completed, Rejected, or Closed.
  • priority : Single Select - Low, Medium, or High.
  • decision : Single Select - Approved, Rejected, Escalated, or Cancelled.
  • rationale : Long Form Text - Agent or approver explanation.
  • created_at : Date - Request creation timestamp.
  • closed_at : Date - Completion timestamp, if closed.
request_id,requester,summary,target_record,status,priority,decision,rationale,created_at,closed_at
DQ-1048,emma.clarke@example.com,"Please process this duplicate record merge request.","Example target",Escalated,High,Escalated,"Requires owner approval.",2026-05-18T09:15:00.000Z,

Duplicate Record Merge Audit Log: Records agent decisions, tool calls, escalations, notifications, and human actions.

  • event_id : Text - Unique audit event identifier.
  • request_id : Text - Related request identifier.
  • actor : Text - Agent, requester, approver, or integration name.
  • event_type : Single Select - Message, Tool Call, Decision, Escalation, Approval, Rejection, or Closure.
  • details : JSON - Structured event details.
  • created_at : Date - Event timestamp.
event_id,request_id,actor,event_type,details,created_at
EVT-2048,DQ-1048,Duplicate Record Merge Request Agent,Escalation,"{""reason"":""Policy requires owner review""}",2026-05-18T09:18:00.000Z

Connections

SlackTeamsHubSpotPostgreSQLConfluence

Slack: Captures duplicate merge requests from RevOps or sales users and notifies record owners when a merge is approved, blocked, or needs review.

Teams: Provides Teams-based merge request intake and approval prompts for data stewards or account owners.

HubSpot: Compares candidate contact, company, or deal records in HubSpot and applies safe merges when the survivorship decision is clear.

Salesforce: Retrieves duplicate CRM records, ownership, activity, and field history and executes approved merges in Salesforce.

PostgreSQL: Stores merge request metadata, field comparisons, survivorship decisions, and audit events for traceability.

Confluence: Supplies duplicate matching rules, survivorship policy, protected-field guidance, and escalation criteria.

Adding Knowledge

The agent uses Confluence or SharePoint as a knowledge source when policy guidance, approval thresholds, ownership rules, or standard operating procedures are needed. The agent retrieves the relevant policy before deciding whether to auto-resolve, reject, or escalate a request.

Screens

Duplicate Record Merge Request

Id Request Priority Status
DQ-1048 Duplicate Record Merge Request for Emma Clarke High Needs Review
DQ-1047 Policy check completed for Northstar account Medium In Progress
DQ-1046 Standard request from Daniel Reed Low Completed
DQ-1045 Exception raised by Revenue Ops manager High Escalated
DQ-1044 Missing details requested from Priya Shah Medium Waiting
DQ-1043 Auto-resolved after policy lookup Low Completed
DQ-1042 Approval reminder sent to owner Medium Waiting
DQ-1041 Duplicate request closed by agent Low Closed
DQ-1040 High-priority request from field team High In Progress
DQ-1039 Audit log updated for completed request Low Completed

Duplicate Merge Request Form: A structured request screen for employees who need to provide required fields, attachments, or target record details that are awkward to collect in chat.

Data Quality Review Queue: A queue for approvers and operations owners to review escalated requests, see the agent’s rationale, and record a final decision.

Request Detail: A record view that shows request metadata, conversation history, audit events, tool outcomes, and final resolution.

Automations

Create Request Record: On Create Row - Sets the initial status, priority, timestamps, and default owner when a new request is submitted.

Invoke Duplicate Record Merge Request Agent: On Create Row - Sends the request context to the agent for triage and policy evaluation.

Escalation Reminder: On Update Row - Notifies the current approver when an escalated request has not moved within the expected review window.

Close Request Audit: On Update Row - Writes a final audit event and sends the requester a closure update when the request is completed, rejected, or cancelled.