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?
Best answer by Paul Byrne
Hey
Hi
To clarify, are you using the user_id attribute to uniquely identify users or are you doing this with the email?
Hi Ebenezer,
I use email addresses to identify users. When the duplicate profiles are created, they have the same email address. I have a workflow setup that requires users and leads to provide their names and email addresses before connecting to a live agent. Hope this helps troubleshoot.
+6Hey
Hey
I followed both of your recommendations, but I’m still receiving duplicate leads and users. There is no integration pulling this information into Intercom. Just web browsers visiting the site to start a chat, sending an email to the shared inbox, or an agent creating a conversation or ticket on their behalf, where an existing lead/user is chosen. So, even with agent-created communications, a new user is not created to make sense of why I have so many duplicate profiles for the same user. How can all historical conversations be moved to the profile we want to, so I may then archive the duplicate ones? There’s got to be a simpler, less technical way to merge duplicates.
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