How to merge duplicated customers

After the merge procedure, the chat messages in the JivoChat app will be merged into one common chat and the next messages from the agent will be sent to all devices from which the customer has contacted.

How it works#

If there is already a client into the CRM section with certain contact information (email or phone), then you receive new chats from the same client (for example, from another device) and he shares his personal data (email and/or phone), the application will determine the presence of duplicates in JivoChat and give you the opportunity to merge them.

In this case, it doesn't matter who provided the contact information — the client himself or the agent. If JivoChat detects it, you will see a red icon near to the client's data into the agent dashboard:

By clicking on the icon, you will see a list of customers who have the same data. Select the customer you want and click "Merge":

A window will open and you will need to choose which customer data will be filled in each chat. You must make a choice regarding the Name, Company, Responsible, Status, Category and Description fields. The rest of the data, like tags, tasks and deals, will be combined automatically.

This option to merge customers is an irreversible option, so carefully check the result of the combination on the right side of the screen and click "Merge":

After that, you will get the message "The clients merge started" and after a short period, usually a few seconds to a few minutes, the clients will be merged. If necessary, you can repeat the process with other customers.

After the merge procedure, the chat messages in the JivoChat app will be merged into one common chat and the next messages from the agent will be sent to all devices from which the customer has contacted.

Now you don't need to worry, the customer won't miss your message anymore. Working with clients has become even easier and more convenient!

IMPORTANT#

• The feature is available to all agents, regardless of having admin rights.
• At the moment, you can only Merge customers within a channel and only in the "Live Chat" channels.