Merge a customer's conversations into one person
The same person often reaches your agent in more than one way: a WhatsApp message, then your website chat, then a call. Cysora groups those into one person, so Conversations and Sales pipeline show one row each, with every conversation behind it.
On this page
What you need
- A customer who has had more than one conversation.
How Cysora decides it is the same person
Each conversation in a person's Person panel says how sure Cysora is:
- Proven: the same WhatsApp number or caller ID. Cysora treats these as one person.
- Lead told us: the customer typed the same email or phone number in separate conversations.
- Merged by your team: you joined the two records yourself.
- Possibly the same person: the same name, or a phone number typed without its country code. These are suggestions only and are never joined automatically.
Merge, separate or dismiss
- 1
Open the person
In Conversations or Sales pipeline, open a lead and find Person. It lists every conversation from the same person, their contact details, and any possible matches.
- 2
Merge two records
Choose Merge with…, search by name, email or phone, check both records, then choose Merge. In Sales pipeline you can also select two rows and choose Merge into one person.
- 3
Review a suggestion
Under Possibly the same person, choose Compare to merge, or Not the same to dismiss it. Two records you mark as different never join, even through a third.
- 4
Undo
Choose Undo merge to separate a conversation again. Every merge and undo is recorded in the lead's Activity.
Check it worked
- The merged person shows as one row in Conversations and Sales pipeline, marked with how many conversations they have.
If it doesn't work
Two records I know are the same person are separate.
Use Merge with… on one of them and search for the other by name, email or phone.
A merge was wrong.
Open the person and choose Undo merge.
Related guides
Still stuck?
Ask Cy in your dashboard, or email us and your account rep will help.