Why do duplicate conversations happen?
This can happen when your business messages a contact using their phone number, and Meta later links a WhatsApp username to that same contact. Superchat then sees two separate conversations for the same person — one under the phone number and one under the username — and surfaces a prompt to bring them together.
Superchat detects this automatically in the background. As soon as it can confirm both conversations belong to the same person, it adds a notice to the conversation so you can merge them with a few clicks.
How do I know when a duplicate has been detected?
When Superchat detects that a conversation matches an existing one for the same contact, the notice "There is already a WhatsApp conversation with this contact" appears at the bottom of the chat.
You have two options at this point:
Open other chat — opens the other conversation so you can review it before deciding
Merge chats — starts the merge wizard straight away
How do I merge the two conversations?
Clicking Merge chats opens a two-step wizard.
Step 1: Which data do you want to keep?
Superchat shows only the fields that differ between the two contact records — for example, the inbox they sit in, the last name, or any custom contact attributes. For each conflicting field, select which version to keep.
If the two conversations are in different inboxes, you will also choose which inbox the merged conversation should live in. If they are already in the same inbox, this choice is skipped automatically.
Once you have made your selections, click Continue.
Step 2: Review your selection
The second step shows a summary card of the merged contact using the values you just chose.
Check that everything looks correct. You can click Back to adjust any choices. When you are ready, click Merge.
Confirm the merge
A confirmation modal asks you to confirm before anything is changed.
If either conversation has a running automation, a yellow warning banner appears inside the modal to let you know those automations will be stopped.
Click Confirm merge to complete the process. Superchat will combine both conversations and redirect you to the merged one.
What is kept after merging?
The following are carried over into the merged conversation:
All messages and notes from both conversations
Labels from both conversations
Assigned users from both conversations
Drafts from the destination conversation
Conversation status (if one conversation was snoozed, the merged conversation inherits that status)
Snooze reminders, HubSpot mappings, and workflow history
Running automations on either conversation are cancelled when the merge is confirmed.
What should I know before merging?
It cannot be undone — once confirmed, the merge is permanent. The original conversations are combined into one and cannot be separated again
Running automations are cancelled — any active automations on either conversation are stopped. The warning banner in the confirmation modal will flag this if it applies
Both conversations must belong to the same Meta business profile — Superchat will reject the merge if the two conversations come from different WhatsApp business accounts
Very large conversations — if one of the conversations contains an unusually high number of messages, events, or automation steps, the merge may not be possible. If this happens, a message will let you know and you can contact support for help
FAQs
FAQs
Can I merge conversations from different channels, such as WhatsApp and Instagram?
This follows standard contact merging behaviour in Superchat, which is independent of the username feature.
What happens to the contact record after the merge?
You can choose which values to keep where there are conflicts in contact attributes. Assignees and labels are appended from both conversations. All active automations on both conversations are cancelled before the merge proceeds — if at least one automation is running, you will see a confirmation modal before continuing. Conversation status is resolved as follows:
Open & Snoozed → Open
Open & Done → Open
Snoozed & Done → Snoozed
Open & Trash → Open
Open & Spam → Open
Spam & Trash → Spam
Snoozed & Trash → Snoozed
Done & Trash → Done
Snoozed & Spam → Snoozed
Done & Spam → Done
Can I undo a merge?
No. Merges cannot be undone.
Will the contact be notified that their conversations were merged?
No. The contact has no visibility into the merge.
What happens if both conversations are assigned to different team members?
The assignees from both conversations are merged. Any users who are not members of the target inbox are automatically removed from the assignment.
If I notice two conversations belong to me without Superchat having flagged it, can I initiate a merge manually?
No. Superchat relies on Meta to detect that two conversations belong to the same user. There is no way to fully initiate a merge manually.