Merge two contacts of the same customer
Last updated: 1 October 2026 · 4 min read
When a customer writes from both WhatsApp and Instagram, or from two numbers, two separate contacts can be created. Merging brings all conversations and details together in one contact. The contact you opened is moved and deleted, and the contact you search for and pick stays.
Steps
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1
From inside the conversation
From the icons on the right edge of the conversation, click “Merge contacts” (the name shows when you hover over the icon). The button may carry a “NEW” badge, which goes away once you have opened it. This conversation's contact shows as the “Contact to move”.
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2
From the Contacts page
In the sidebar, on the “Contacts” page, open the duplicate contact that should go, and switch to the “Merge” tab in the right panel. The contact you opened shows as the “Contact to move”.
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3
Pick the contact to keep
Click the “Contact to keep” field and search for the second contact in the “Type a name, number or email” box. Names are found even when typed with plain Latin letters instead of Azerbaijani ones. Each row shows the contact's photo, name, the channel they wrote from, their number or email, and the date they last wrote. This makes people with the same name easy to tell apart.
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4
Confirm
Click “Merge”. The conversations and details of the “Contact to move” go to the “Contact to keep”, and the moved contact is deleted. Where the two differ, the kept contact's details stay. When you merge from a conversation, the conversation shows the kept contact's name right away.