Intercom Merge Conversations, and the Users Behind Them
Intercom merge conversations only gets you halfway, because most Intercom duplicates start as duplicate users: one person, two records, two histories that never meet.
Intercom merge conversations, step by step
Check the user records first
If the same person exists twice, merging their conversations without merging the users leaves the split in place.
Merge the duplicate users
Combine the records so the conversation history lives on one profile.
Handle the conversations
Reply on the live conversation, close the duplicate with a pointer to it, and keep one thread as the source of truth.
Fix the users, not just the conversations
Frequently asked questions
How do you merge conversations in Intercom?
Open the conversation, use the merge action and pick the other conversation from the same user. If the duplicates sit under two different user records, merge the users first or the option will not appear.
Why does Intercom create duplicate users?
Usually an anonymous visitor who later identifies with a different email, or the same person on two devices. Identity verification and a consistent user ID fix most of it.
Also running Zendesk or Freshdesk?
You now know how to merge in Intercom. The harder half is spotting which two tickets to merge, and on Zendesk and Freshdesk, with Freshservice and HubSpot coming soon, Ticket Merger does that part for you.
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