Merge repeat conversations in one go

Intercom added bulk merge to the Inbox, so you can fold up to 100 of a customer's repeat conversations or tickets into one primary conversation in a single step instead of merging them one at a time.

There are two ways in. From one of the duplicates, open Merge into… from the three-dot menu (or press ⌘ ⇧ M), pick the conversation you want to keep as the primary, then tick the other conversations to merge. Don't start from the one you want to keep, because the conversation you open is the one that gets merged. From the inbox list, select two or more conversations and choose Merge into…. The primary can be one you selected or a different one. A dialog lets you step through previews and clear any conversation you want to leave out before you confirm.

The merges run in the background, one after another. Each merged conversation is closed and its SLA is removed. Fin stops replying in it, and followers move to the primary. The primary conversation gets one card listing everything that was merged. With AI Compose & Summarize turned on, that card groups the conversations by what the customer asked and gives each ask a one-line summary.

Some limits to know about. Bulk merge works in the web Inbox only, not the mobile apps. It isn't in Operator's Merge duplicate step, and there's no bulk merge API, so API merges still go one call per conversation. Teammates need the Inbox "Can merge conversations" permission. Conversations from different customers only merge if you turn on cross-user merging in security settings.