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How to Merge Conversations from the Same Contact

Last updated on Sep 02, 2026

When to Use

  • The same client has opened multiple conversations, causing scattered support.

  • You want to combine duplicate conversations from a contact into one, without losing history.

  • Conversations are in different channels (WhatsApp, web chat, email), and you want to centralize them.

Prerequisites

:::info Conversations must be from the same contact, and the contact needs to have at least two active conversations (open or pending). Resolved or already merged conversations are not eligible.

:::

  • The conversation you are viewing must be open — you cannot merge from a closed conversation.

  • When the contact has an open conversation in parallel, a warning appears at the top along with the Merge Conversations button.

What the Merge Does

  • You select which conversation continues (the "survivor") and which are closed.

  • Closed conversations are marked as resolved and linked to the survivor.

  • The survivor displays a block labeled "Conversation #N merged here" with a View History button that opens, in read-only mode, all messages from the merged conversation.

  • The closed conversation contains a note with a clickable link to the survivor, and the reply field is blocked.

  • Optionally, a transition message is sent to the client through the closed conversation channel.

Step-by-step

Step 1 — Select Conversations

In the open conversation, click on Merge Conversations at the top. In the first step, select which of the contact's other active conversations to include in the merge (you can search by number or ID), then click Next.

Step 2 — Choose the Survivor and Transition Message

In the second step, select which conversation continues (marked as "Continues"; others show "Close"). Enable the transition message — and edit the text if desired — or disable it. Then click Merge.

Step 3 — Review Results

The survivor shows a block labeled "Conversation #N merged here" in the timeline. Click View History to open, in read-only mode, all messages from the closed conversation — including the transition message sent to the client.

:::success All data is preserved: the history of the closed conversation remains accessible within the survivor, and the closed conversation links to it. :::

Setting the Account Default

An administrator can configure the default transition message for the entire account in Account Settings → Advanced Settings → Conversation Merge Transition Message:

  • Enabled / Disabled by default — if the message is enabled when the agent opens the merge.

  • Use default message — keep enabled to use the default text, or disable it to write a custom message for the account. The {channel} token is automatically replaced by the channel of the continued conversation.

Agents can still toggle and edit the message during the merge (Step 2) — account settings are just a starting point.

What if the Client Replies Later?

If the client sends a new message in a merged conversation (reopening it), the link is automatically broken, and the conversation returns to normal.

Notes

  • Merge is by contact — it does not merge different contacts.

  • Works across channels: you can merge a WhatsApp conversation with a web chat of the same contact.

  • The transition message always points to the channel of the continued conversation. When both conversations are in the same channel, it indicates to continue in that conversation (instead of repeating the channel name); if they are the same conversation in the same channel, no message is sent.

  • The merged, closed conversation exits from support metrics (and is filterable).