When more than one conversation covers the same issue, merge them into a single primary conversation or ticket. The full history then sits in one thread, which protects both your investigation and the customer experience.
Merge into a primary conversation
To combine the threads, start from the conversation you want to move.
Open the conversation.
Click the triple dot icon at the top of the conversation.
Select Merge into.
Locate and select the primary conversation or ticket.
Select Confirm.
⚠️ Warning: Read the warning carefully if Intercom tells you the merge will update multiple linked conversations. Confirm you have the correct record before you continue, because merging into the wrong customer moves their history with it.
The secondary conversation becomes part of the primary one, so there is no need to close it first. Carry on working in the primary conversation, which you can reopen if you need to.
Merge a call logged against the wrong customer
To merge two conversations sitting on different contacts, align the contacts first.
Open the conversation matched to the wrong contact.
Click the triple dot icon, then select Manage participants.
Add the correct contact, then remove the incorrect contact.
Merge the conversations as normal.
Frequently asked questions
Why can I not merge a conversation?
Why can I not merge a conversation?
You cannot merge conversations when either conversation has more than one participant. Remove the extra participants first, making sure both conversations have the same contact, then merge. Or keep the threads separate and cross-reference them in an internal note.