Merge duplicate users into one profile
By Steven Van ·
Teammates can merge a duplicate profile from the conversation sidebar with a preview first, gated by a new permission; developers get a Preview API.
Merging two profiles for the same person now moves their history onto one, instead of leaving conversations and tickets split apart. In Intercom's Inbox, opening a conversation shows any detected duplicate (users sharing an email or phone number) in the sidebar under "Duplicate user data." Choosing to merge shows a preview of what will move, including conversations, tickets, notes, tags, companies and phone calls, before anything is confirmed. Attribute values on the duplicate are discarded rather than combined, and the merge is permanent.
Merging needs a new teammate permission, Can merge a user into another user, which is off by default and must be granted by an admin. Developers can also merge users through the REST API, currently in Preview and requiring an OAuth token with the new Merge users scope.
Read the original announcement for the full list of what does and doesn't move, including exceptions for WhatsApp and SMS data.