I have multiple conversations from the same customer. I would like to merge them into a single conversation for easier tracking.
Best answer by Racheal
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Userlevel 4
- Customer Support Engineer
- 506 replies
-
26 September 2023
- Answer
Hey
At the moment, Intercom does not support the ability to merge conversations, but some great news- I can confirm that this is a feature on our roadmap! I don’t have any timeline to share, but hopefully we’ll see something in this space in the near future!
It would be great to not only merge conversations, but also attach them to a ticket that has already been created, but that is not a tracker ticket.
Often an initial conversation will come through and we create a ticket for the request, but then another client from the same company raises the same issue via a separate conversation. In that case we need to merge or attach the conversation to the existing ticket.
This would be a big win for us too, we’d love to be able to merge and potentially split conversations for tracking purposes 😁
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