Learn how to merge your conversations and customer tickets into one primary conversation or ticket. You can merge conversations across different users and channels.

Enable cross-channel and cross-user merging

Merging of conversations for the same user and same channel works by default on the Inbox for all plans. To enable cross-channel and cross-user merging, go to Settings > Workspace > Security > Data Security Settings and select "Enable cross-user conversation merging".

Then from the Inbox, use ⌘ / Ctrl K or the three-dot menu when hovering over a message and select Merge into to combine one conversation or Customer ticket into another.

Now search for recent conversations or tickets to merge, even from different users, and pick one from the list in the modal.

You can preview the conversations and decide to proceed with the merge.

Cross-user merging: You can merge two email conversations from the same or different users into a single primary conversation.

Cross-channel merging: You can merge an email conversation into a Messenger conversation, whether they are from the same user or different users.

If you're merging conversations from different users, you’ll be shown a confirmation modal to confirm the merge. Keep in mind that this action can't be reversed and may result in sharing conversation history with participants.

Once merged, you’ll see a notification confirming that the conversations have been successfully merged, with a link to continue the conversation from the primary thread.

The primary conversation will also have a notification in the thread to show another conversation has been merged into this one.

Note:

If a conversation is merged between different users, the user from the secondary conversation will be added as a participant in the primary conversation.
If the primary conversation is on Messenger, the user on the primary conversation will also see that the secondary user’s email address has been added to the conversation.

Merge conversation/ticket capabilities

There are some constraints around which conversations/tickets can be merged together:

Secondary	Primary	Allowed?
Email	Email [same or different user/lead]	Yes ✅
Email	Messenger [same or different user/lead]	Yes ✅
Customer ticket [email channel only]	Customer ticket [same or different user/lead] [messenger or email channel]	Yes ✅
Messenger	Messenger [same user only]	Yes ✅
Phone call	Phone call [same or different user/lead]	Yes ✅
Phone call	Email [same or different user/lead]	Yes ✅
Phone call	Messenger [same or different user/lead]	Yes ✅
Messenger	Email	No ❌
Customer ticket	Conversation	No ❌

Note: WhatsApp, Facebook and Instagram conversations can only be merged into conversations from the same user and on the same channel.

Report on merged conversations/tickets

Track merged conversations by applying a filter using the custom attribute “Merged is true”. This will display all conversations that have been merged, or you can exclude merged conversations from your report by selecting "Merged is false".

FAQs

Can I merge conversations from different users?

Yes, you can merge conversations from different users, but there are some constraints.

Will a secondary user see the full conversation history?

If conversation history is turned on, new participants may see the full thread of the primary conversation. However, teammates can always remove participants if necessary.

Can I merge Customer tickets across users?

Yes, you can merge Customer tickets from different users, and the secondary user will be added as a participant in the primary ticket.

Can I merge Back-office or Tracker tickets?

No, you can only merge Customer tickets or conversations.

Source:https://www.intercom.com/help/en/articles/8862676-merging-conversations-and-tickets