Merge Strategies

What this means

When a record exists in both your CRM and Playwise HQ, each synced field follows rules you set in Sync Preferences:

• Source of truth — which system’s value wins for this field (the CRM, or Playwise).
• Conflict policy — what happens when both sides changed: replace with the winner, keep Playwise’s value, keep the CRM’s value, merge or append the values together, or hold the conflict for manual review.
• Merge strategy — for policies that combine values, how they’re combined (for example, joining text or combining lists).

An invalid merge strategy error means the strategy chosen for a field doesn’t make sense for that field’s type — you can join two text values together, but you can’t “join” two dates or two dropdown selections.

Why it happens

• A combining strategy was selected for a field type that can only be replaced.
• A field’s type changed in the CRM after the strategy was chosen (for example, text became a dropdown).

How to fix it

1. Open Settings → Integrations, select the integration, and go to the Sync Preferences tab.
2. Find the flagged field and choose a compatible strategy from the dropdown — the dropdown only offers strategies valid for that field type.
3. Save. The next event touching that field will apply the corrected rules.

Your data is safe in the meantime: an event that can’t be merged is set aside rather than guessed at, and other fields continue syncing normally.

Choosing sensibly

For most fields, a single source of truth with a simple “winner replaces” policy is the easiest setup to reason about. Reserve merging for fields where both sides genuinely add value, such as notes.

See also: field mapping.

Still stuck?

If you’re unsure which strategy fits a field, contact support.