When Intercom recognises a caller, the conversation is created against their user record, including their company details. When it does not, Intercom creates a lead holding only the phone number. Merging the lead keeps the history together and adds the number to the user for next time.
Merge the lead
To connect a lead to a known user, start from the lead data panel.
Enter the user email address in the Email field of the lead data.
Click the potential duplicate warning.
Select Merge Lead Into User.
🤓 Tip: Merging leads keeps future calls from the same number attached to the right company, which means the next teammate opens the conversation with full context.