Merge duplicate contacts — one person, one conversation

The same customer often exists twice — a WhatsApp contact and an Instagram contact. Now you can merge them into one record, choose which details to keep, and undo it later if you change your mind.

What's new

• Merge two contacts into one — from a contact's page (Merge…) or straight from a conversation's menu (Merge contact…). Pick which record survives; the other's details, tags and conversations move onto it.
• Choose which details to keep — when the two records disagree on a field — name, email, phone, Instagram handle — a simple pick-a-side appears for each one, so the merged contact keeps exactly the values you want rather than always defaulting to one side. Tags from both are always combined.
• Undo a merge — merges are no longer permanent. Right after merging, an Undo appears on the conversation; and the surviving contact keeps an Unmerge option for as long as you need it. Unmerging brings the second contact back as its own record and returns the messages and orders that came in with it — anything added after the merge stays put.
• One unified timeline — after a merge, the conversation shows every message from every channel in one thread, each bubble keeping its original time and channel icon.
• Automatic duplicate suggestions — when another contact's name is nearly identical to the one you're chatting with, a small "Possible duplicate — same person?" note appears. Accept it to merge, or ignore it and it won't ask about that pair again.
• Same email, same person? — a contact sharing the exact same email address is now suggested too, even when the names differ (a store checkout and a WhatsApp chat often spell the same person differently). Addresses used by many contacts — a shared office inbox, say — are left alone.

Merging and unmerging are available to owners and admins, and every merge and unmerge is recorded in the audit log.