---
title: "Merge duplicate customer conversations — Dazza help"
description: "Merge two conversations from the same customer in the Dazza inbox. Messages interleave by time, the other closes with a link, and you can undo it."
url: https://dazza.io/help/merge-conversations
updated: 2026-10-27
---

# Merge conversations

Join two conversations from the same customer into one, so the whole story is in one place. Undo it for ten minutes.

*1 min read · Updated 27 Oct 2026 · 5 sections*

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](https://dazza.io/help/verify-customers).