Force Merge Duplicate Contacts

Question

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

Paul Byrne · Accepted Answer

Hey ​@wearefinalyticsTo stop duplicate profiles, add a unique user_id to your Intercom integration (e.g., via JavaScript or API) and enable Identity Verification in Messenger settings.

Ebenezer.Laleye · Answer

Hi ​@wearefinalytics! Ebenezer here from Engineering Support👋.To clarify, are you using the user_id attribute to uniquely identify users or are you doing this with the email?

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