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malforte
Currently, we have integrated ISN with our Zoho CRM. Whenever a new agent is created or an existing agent is updated in ISN, we sync the data with our CRM. We are using the ISN ID as the unique key for each agent.
Just to give you some additional context, our integration currently calls the ISN API every 2 hours.
Our main requirement is to understand how the agent profile merge process works in ISN so that we can replicate the same behavior in our CRM.
For example, when two or more agent profiles are merged in ISN:
1.Does ISN create a completely new agent profile with a new ISN ID?
  1. Or does ISN retain one of the existing profile/ISN IDs and merge the other profiles into it?
  2. What happens to the profiles/IDs that are merged into the retained profile?
  3. How can we identify through the API that a merge has occurred and determine which profile/ISN ID should be considered the primary record?
Currently, when an agent profile is merged in ISN, the API payload we receive contains the key "Show" = "No". We would like to understand the exact behavior and logic behind this when a merge occurs.
This will help us determine how we should handle the same scenario in Zoho CRM and ensure that our CRM records remain properly synchronized with ISN.