Merging contacts

The same customer often reaches you on more than one channel — WhatsApp for an order update, Facebook for a complaint, Shopee chat at checkout. Merging brings those Conversations together under a single Contact, so whoever picks up the next message sees the full picture: every channel, every past Ticket, every note and field.

Automatic merging

Zaapi merges automatically when there's a match on phone number or email. If a customer messages you on a new channel and their phone number or email matches an existing Contact, the new Conversation is linked to that Contact — no action needed from your team.

This is why it pays to capture phone numbers and emails on your Contacts: they're the keys Zaapi uses to recognise a returning customer on a new channel.

Merge manually

Not every customer can be matched automatically — a customer's Facebook profile, for instance, may not expose a phone number or email. When you spot a duplicate, merge it yourself:

• From the Contacts page — open the ⋯ menu on a Contact and choose Merge, then select the duplicate Contact to combine.

• From the Ticket sidebar — while viewing a Ticket, merge the current Contact with an existing one, and the Conversation you're looking at moves under that Contact.

Double-check you've got the right customer before merging. A merge combines two Contacts' histories into one record — separating them again isn't a one-click operation.

What happens when Contacts merge

• One record, all channels. The merged Contact shows every channel the customer has used.

• Nothing is thrown away. Additional phone numbers and emails are kept as secondary phone numbers and secondary emails on the Contact.

• Ticket history is combined. In the Ticket sidebar, switch Ticket History to This contact to see every past Ticket across all of the customer's channels — not just the channel you're currently on.

• Fields and notes carry over. Contact fields, notes, and labels are visible from any of the customer's Conversations.

Why this matters

Before merging, an agent answering a Facebook message had no way of knowing the customer had already been promised a refund on WhatsApp yesterday. After merging, that context is one click away — fewer repeated questions, fewer contradictory answers, and CSAT that doesn't depend on which channel the customer happened to pick.