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Automatic closing/merging of duplicate conversations

  • February 24, 2026
  • 2 replies
  • 66 views
Z

I was looking at functionality which points out and flags potential duplicate conversations and I was wondering if it was possible to either..

  1. Extend its existing functionality to do other arbitrary things (like tagging/closing conversations, sending webhooks, etc..). Maybe Intercom provides an interface or API to do this though I haven’t seen it.
  2. Reproduce this duplicate conversation flagging behavior without necessarily having direct access to Intercom’s own implementation (unless Intercom is willing to provide access to this). I’m guessing there might be a set of APIs that could make this possible but using them might introduce delays in the system that could result in unattended side-effects/race conditions.

Best answer by Thomas Metcalf

Have you tried turning on ‘Prevent visitors from having multiple inbound conversations; within the messenger configuration? This will prevent a customer from having multiple conversations open & wont allow them to open an new conversation until the prior one is closed.

Should prevent messenger duplicate contacts in the first place. 

2 replies

T
Innovator ✨
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  • Thomas Metcalf
  • Innovator ✨
  • Answer
  • February 25, 2026

Have you tried turning on ‘Prevent visitors from having multiple inbound conversations; within the messenger configuration? This will prevent a customer from having multiple conversations open & wont allow them to open an new conversation until the prior one is closed.

Should prevent messenger duplicate contacts in the first place. 

S
Intercom Team
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Hi ​@Zach Miller, there currently isn’t any webhook for when a possible duplication is detected. This still needs to be manually reviewed by a teammate as it’s possible they are unrelated conversations. The flagging of this would be done through a webhook not the API, the API is for making changes and currently you can’t merge conversations through the API. Hope this answers your questions!

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