Why merge contacts?
Sometimes the same person appears as two separate contacts in Superchat. This usually happens when a customer writes to you from different channels (e.g., via email, Instagram, and WhatsApp).
Each channel uses its own unique identifier (email address vs. WhatsApp phone number).
Because there is no shared identifier, Superchat cannot automatically know that both conversations are from the same person.
In these cases, you need to merge the contacts manually. Merging contacts offers several advantages:
Combine all conversations, contact attributes and list memberships in one central contact
All updates to the central contact will reflect everywhere in Superchat, hence you prevent stale contact records
Who can merge contacts?
Every role can merge contacts
Merge contacts
Start the merge process
You can start a merge in three ways:
From the conversation list
1. Select two conversations that belong to the same person. For this, hover over the channel icon and click the checkboxes (checkboxes).
2. Click Merge contacts in the toolbar.
From a conversation
1. Open a conversation in the inbox
2. Click the three dots menu in the chat header above the conversation timeline.
3. Select Merge contact and choose the other contact to merge with.
From the Contact Hub
1. Select the two contacts (checkboxes).
2. Click Merge in the toolbar.
Choose the contact attributes and contact handles to keep
1. On the merge review screen, you’ll see both contacts side by side.
2. For each attribute (e.g., First name, last name, custom attributes), choose which contact’s value to keep. You can mix and match (e.g., keep first name from Contact A and last name from Contact B).
3. Phone numbers and email addresses are merged automatically—all numbers and emails from both contacts are kept.
4. Click Continue, review your selection, then click Merge.
After the merge
You’ll have one unified contact.
In both the Contact Hub and the Unified Inbox sidebar, all channels and conversations now appear under the same contact in Recent conversations.
Search will return the single, merged contact.
Important
Merging is permanent. You cannot unmerge contacts. Review carefully before confirming.
Be sure you’re merging the same person (compare conversation history, names, and attributes).