There are two ways to merge contacts: (1) in the contact page or (2) in the contact widget in conversation view.
Merging contacts in contact page
Merging contacts in conversation view
The contact page gives you an overview of all your contacts and you will find all available details about the customers you have chatted with. Sometimes, if your contacts message you from more than one channel (WhatsApp, Facebook), you will find duplicated information in your system. Therefore, in order to maintain data consistency, you may merge the contacts.
Once you have identified two of the same contacts, please select them, then click the "Merge" button.
After you have clicked the "Merge" button, a modal would pop up where you will be required to decide which values you would like to keep. Once you have done it, please click "Merge" to confirm the changes.
If there are more than one contact share the same phone number in the universe, our system will automatically detect it and display a warning tag called "Possible duplication" in the contact widget.
