Hello, according to FIN there is no way to merge conversation besides using the UI. Can you confirm if this is true? Merging conversations via api is a crucial part of our workflow.
Answered
Conversation Merge via API
Best answer by Nico Magbiray
Hi,
It is currently true that Intercom does not provide a native REST API endpoint for merging two individual conversations into one. While you can programmatically merge contact profiles (such as merging a Lead into a User) via the /contacts/merge endpoint, that action only moves the contact's conversation history to a single profile rather than combining separate conversation threads. To combine two distinct conversation threads or customer tickets, you must use the manual "Merge into" tool within the Intercom Inbox UI. Because this functionality is limited to the interface, any workflow requiring bulk or automated conversation merging would currently need to be handled manually by your team.
+4Hi,
It is currently true that Intercom does not provide a native REST API endpoint for merging two individual conversations into one. While you can programmatically merge contact profiles (such as merging a Lead into a User) via the /contacts/merge endpoint, that action only moves the contact's conversation history to a single profile rather than combining separate conversation threads. To combine two distinct conversation threads or customer tickets, you must use the manual "Merge into" tool within the Intercom Inbox UI. Because this functionality is limited to the interface, any workflow requiring bulk or automated conversation merging would currently need to be handled manually by your team.
We can’t merge thousands of conversations manually. Previously, we used a merge api from a different helpdesk software which allowed us to merge x tickets with a parent ticket. This was a huge boost to our workflow.
Is there any roadmap for this to be available in the api?
+4I completely hear you. Merging thousands of conversations one by one is a massive task when you’re used to an automated boost. I know it’s not the answer you were hoping for, but currently, there is no official roadmap or timeline for a conversation merge API.
Because Intercom focuses on real-time, personal chat, their system is built to keep threads distinct rather than combining them in bulk via code. While merging contact profiles via the API is possible, conversation merging remains a manual process within the interface.
Most teams at your scale use this 'Close & Link' workaround to keep things moving:
Automate the Cleanup: Use the API to close duplicate conversations programmatically.
Leave a Paper Trail/Notes: Post an Internal Note on those tickets with a link to the 'Parent' conversation to maintain context.
Tag for Visibility: Apply a specific Tag so your team can filter these duplicates out of their daily view instantly.
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