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Suggestions on how to handle duplicate users?


Patrick H12
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Hey everyone, 

We source users from 3 different apps and differentiate user_id. User IDs follow a letter sequence pattern like XVEOP. Recently we noticed that users in the different apps can have the same user_id, causing an issue with identify verification in Intercom. So we decided to implement a new user_id schema for Intercom where we prefix the user_id with the app region (e.g. us-XVEOP, au-WVMNX, etc). This achieves the result where we truly have unique user_ids in Intercom, however it’s resulted in duplicate users being created for every single user…

I’m wondering if anyone has a strategy for the best way to handle deduplicating this while preserving as much of the data as possible. I did come across this community suggestion but I note it’s about 4 years old and I’m wondering if it’s still he best approach. Any ideas on where to start?

2 replies

mateusz.leszkiewicz
Intercom Team
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Hi @Patrick H12, It’s Mat from the Support Engineering Team 😀

I am afraid that this is the only approach here.

We can't merge Users in Intercom so you need to decide which one do you want to keep amd archive the rest.

I wish I could have a better news for you.


Nur Nahid
Super User ✨
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  • Super User ✨
  • 95 replies
  • November 6, 2024

Since Intercom doesn’t allow merging users, you’ll need to choose one profile to keep and archive the others.


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