Merge a conversation

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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If a user has two separate conversations on the same topic, you may want to permanently merge those conversations into a single continuous message. When two conversations are merged, all messages and notes in both conversations will be combined and displayed in chronological order, as though they were a single conversation to begin with.

Merging is useful when a customer reaches out to your support team across multiple platforms with the same question, or when someone repeatedly emails all of your company's contact addresses about the same issue in an attempt to get a faster reply. Combining these conversations through a merge will help you clean up your support queue.

Note: Merging a conversation is a permanent action, and can't be undone. Once the conversations are combined, it won't be possible to unmerge the conversation back into its original messages.

If you need a less permanent way to connect related conversations to each other, try using Linked Conversations.

In this article

Merge two conversations

  1. Open the conversation you want to merge, select Customer Options , and then select Merge Conversation. You will see a list of all conversations in that customer's timeline.
  2. Select the conversation that you want to merge and select Merge.

The merged messages now appear with their original timestamps in the conversation you selected to merge into. 

What happens when you merge

If a conversation was merged into one that was taking place in a different channel and you reply to the conversation again, that reply will go through the channel for the last message in the merge. For example, if you merge a SMS conversation into an email conversation and the last message was received via email, your reply will be sent as an email.

Below are additional examples of what can occur when you merge two conversations.

Conversation AppleConversation BananaResult of merging Conversation Banana into Apple
Marked DoneMarked Open or SnoozedConversation Apple is now marked Open or Snoozed
Custom attribute "Favorite Color" is set to BlueCustom attribute "Favorite Color" is set to RedThe "Favorite Color" attribute for Conversation Apple retains its original value of Blue. The value from Conversation Banana is discarded.
Custom attribute "Location" is not setCustom attribute "Location" is set to NYCThe "Location" attribute for Conversation Apple will be set to NYC