The problem is two fold, this ticket focuses on the second point below:
- Intercom only allows the merge of duplicate leads into users (which will get it’s own ticket)
- Currently a lead is only changed to a user if the system detects an account has been created, or if we import a list of users. We do not currently have our database linked to Intercom and deal with PHI so it is important we keep data sharing to as needed, so importing a full list isn’t ideal.
We should be able to manually change leads to users so that we can then merge duplicate leads into the matching user.