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Merge customers

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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You can permanently combine customer profiles to clean up duplicate customers quickly. Before confirming the merge, you can review inherited information such as conversations, event data, email, and phone numbers.

Who can access this feature?
User typesAdmins and all users who have been granted merge permissions can access this.


In this article

Overview

Merging customers permanently combines the details of two different customers. For example, if you have a customer that contacts you for the first time via text message and then later separately sends you an email, you can merge the two customers into one profile while retaining the full customer history.

Once two customer profiles have been merged, this action cannot be undone. If two profiles are erroneously merged, we recommend creating a new customer profile to decouple the information of the profile which was removed and moving all relevant conversations to that profile's timeline.

Note: It is not possible to unmerge customers. Since it takes extensive effort to manually decouple a customer into separate records, we highly recommend admins limit the ability to merge customers to team members that fully understand the impact of this procedure.

Merge customers in the timeline

The first step is to determine if the customer profiles you want to merge are actually the same customer. Look at the profile's email addresses, phone numbers, and other identifying contact details to help figure out if the profiles belong to the same person. Once you've identified the separate customer profiles, you are ready to merge the two profiles into one.

To merge customer profiles:

  1. Select Customer Options for the first profile and then select Merge Customer.
  2. Enter the name of the existing customer into which you want to merge this profile and select it from the list. In this example, we will merge a customer named Catherine into an existing profile named Catherine Smith.
  3. Select Continue. A window opens to confirm the merge and give you a closer view of the information that will be merged between the two profiles. You can view the status of these conversations by hovering over the values shown.
  4. Select Confirm Merge.

After merging customers, you can change their preferred email, phone, or other contact information using the customer profile settings.

Note: To ensure system resources run efficiently, you cannot merge two customer timelines that have more than a combined 1000 conversation and custom objects. If your timeline can't be merged due to too many items, please manually move individual objects or conversations to the other profile before trying to merge again. For more information, see Move a conversation.