At our organisation we make extensive use of forms and have good matching strategies. However, there is always a possibility for duplicate record and we have duplicate detection processes to merge records.

We also like to make use of event registration journeys where from the trigger, we can send a confirmation email and X days before the event send reminder emails.

However, we notice that if a record has been merged, the registration transfers to the master record, and the subordinate record is inactivated. This means the later steps to send reminder emails in a journey fail as the journey retains the subordinate record and doesn't divert the email to the master record.

It would be ideal if merging records does not have this negative impact on journeys. As a workaround we advice users to not create journeys which use the event registration trigger to also do the later reminders, and instead use a segment based journey for that communication. However, there are other journey types where contact merges may result in a customer losing out of a communication.

Ideally when a merge takes place, CI-J would be intelligent enough to contact the new master record rather than the inactive subordinate record.