Is there a way to merge conversations? Often times users will email us multiple times with the same query, and it would be useful to be able to merge these into a single thread

I need a way to merge conversations also. Is this coming soon? It's a really basic feature that should be available

I agree on principle. Potentially it would be helpful for now to disable the ability to start another conversation when there is already one open - that is what we are doing at the moment.

Same, this is really just a basic function on most CRM and I'm sad to know that Intercom still doesn't have it in the platform. I'm quite interested about why this function is taking so long to implement it....

How far away is something like this in Intercom’s current roadmap? I can see multiple enquiries around this from over a year ago but still no basic functionality to honour instances where a merge is required. 😑

I agree with this. We have customers that will spam us with multiple related requests in different threads, and it would be extremely valuable to loop them all into one.

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 Intercom’s customers would expect after using other similar platforms.

Merge conversations & tickets- Beta available 🤩