Merge conversations

Sometimes a visitor opens multiple conversations about the same topic. In this case, you can merge conversations.

When to merge?

• A visitor has multiple open conversations
• A visitor accidentally started a new chat instead of continuing the existing one
• Two different channels (chat + email) lead to the same topic

How to merge?

1. Open the conversation you want to keep (target)
2. Click on "Merge"
3. Select the conversation that should be resolved (source)
4. Confirm the merge

What happens during the merge?

• All messages of the source conversation are moved to the target conversation
• The source conversation is marked with a reference to the target conversation
• Tags and metadata are transferred
• The source conversation is closed

Limitations

• Merge cannot be undone
• Only conversations of the same tenant can be merged

Permission: Owner, Admin, Manager