Merge Conversations

Very important for us as well! We work in an industry where not all customers/users choose to use the messenger, so we often work from emails forwarded to the inbox. This was an important feature for us in Zendesk - essentially clicking ‘merge’ would add a tag ‘closed_by_merge’, add an internal note with a link to the merged ticket, and then close the ticket being ‘merged in’ to the other.

Same here, we would love to have a merge option, as most of the conversations are emails and it will save time for us and customers, not having plenty tickets open as well as customer satisfaction. 

I second this! Having a lot of older customers, they occasionally don’t understand how to reply to an email thread on their device and will send new emails every time. Or they’ll reply to an old email, which also opens a new conversation. Our customers also often have to forward other emails to us as proof of purchase, which opens a new conversation. We’ve had a customer in the past with 12 separate conversations open. It becomes impossible to keep track of! (even using duplicate detection and linking to the original in all duplicates).

Intercom is such a modern platform, with so many advanced features. It seems so strange not to have this simple feature that so many of your customers would expect after using other similar platforms.

It’s very funny to me, how ironic it is that these frequently popping up forum threads about merges are themselves being merged by Intercom staff as duplicates, yet we don’t have the option to do so for our own threads…

On a more serious note, I cannot overstate how critical it is for us to have a merge function. It’s very hard (and sometimes impossible) to direct some of our users to the proper conversation and maintain a continuous thread without weird workaround and writing a ton of notes.

Please add this ASAP guys, it’s been a major source of pain during our Intercom experience.

I hear the merge conversations feature is on its way sometime this year…!

Crossing my fingers for this one soon...something about the UI of the messenger seems to encourage my customers to create new conversations constantly. I had 6 different tickets from the same customer yesterday, and it gets really overwhelming for a one-person Support team. It’s also awful for tracking purposes. I can’t trust the data at all if I want to know how many unique issues are being written in about, without a lot of manual work on my end.

Waiting for this feature for more than a year. Hopefully soon. 

The merge conversations and tickets feature is now available in beta! 🤩 Follow this link for more details 👍

This feature has now been released to all! Check out how it works here: 

https://www.intercom.com/help/en/articles/8862676-merging-tickets-and-conversations

I like the intent of this feature however the customer UX is a bit confusing. 

When a conversation is merged into another, the conversation is closed to the customer and they cannot respond there any longer. They get a link pointing them to the primary conversation. 

If we respond in the primary conversation, there is no notification on the secondary conversation that there is a response in the primary. 

I expect multiple customers may miss that they need to switch conversation and then it looks like we are being unresponsive when we have responded but it doesn’t show in the conversation they’re looking at. 

It would be helpful if there was a notification on the secondary conversation with something along the lines of “[our company name] have responded – view their response here [linked to primary]”

Thanks for the feedback ​@Katie Mayhew , I will flag this with the team that built the feature. 

This feature doesn’t work on the react-native SDK, it’s creating contacts as users even if we do it with the loginUnidentifiedUser method. Since the created contacts are users, not leads, then the merging never happens and I had to implement a solution that results in a ton of orphan unidentified users because we don’t have the merging functionality.