Current restrictions on merging conversations cause significant disruptions in our workflow. We frequently encounter duplicate conversations with the same customer about the exact same topic. However, Intercom prevents us from merging them if a new participant is added at some point, or if a customer replies to an older email thread.
Request:
-
Lower the strict restrictions on merging conversations. Allow agents to manually force-merge conversations regarding the same topic, regardless of minor changes in participants or email thread history.