It seems very strange that if a customer contacts us from different devices or after clearing their website cookies, instead of merging the new lead with the existing lead, Intercom just creates them a new profile with a new user ID. No other system I’ve used allows duplicate users/leads with the same email address, and usually they force you to use the existing contact, so why is this the case with Intercom?
It makes it very difficult for our support staff to keep track of different conversations from the same person if they have multiple users. Of course, we can search their email address in Users/Leads and open each profile to read each conversation in separate tabs, but this is pretty time consuming and isn’t helpful on a busy day.
Are there any plans to make it possible to do something as simple as merging duplicate users and/or leads?
