Merge conversations
Join two conversations from the same customer into one, so the whole story is in one place. Undo it for ten minutes.
Customers sometimes start a second conversation about the same thing: they come back to your website later, or send a new email instead of replying. Merge the two so your team answers once, with everything in view.
When Dazza suggests it
If the same customer has another open conversation from the last 24 hours, on the same channel, a line above the conversation says so. Press Merge into this one to review it, or Not now.
Merge by hand
Open the conversation you want to keep, press ⋯ in its header, then Merge with another conversation. Pick one of the customer’s other conversations from the last 30 days, then press Merge.
What happens
- Messages from both show in the conversation you kept, in time order. So do files, notes and workflow cards.
- The other conversation is closed. Opening it shows a link to the merged one.
- If either was with your team, the merged one is too. It keeps the higher priority and both sets of topics.
- On your website, a customer who carries on in the old chat window is answered in the merged conversation. Email replies to either thread land there too.
- Both conversations get a line saying who merged them, and the audit log records it.
Undo
For ten minutes after merging, the conversation shows Undo merge. It moves everything back where it came from and reopens the other conversation as it was.
What can be merged
Only conversations with the same customer, on the same channel. That way your replies still reach the customer the way they wrote to you. A customer who has written from two email addresses, or from WhatsApp and your website, counts as two customers until they confirm who they are. See Verify your customers.