Contact merge

SupportHub recognises a customer by the same identifier — Telegram ID, email, internal ID. When a customer writes from different channels under different identifiers (Telegram, email, widget), you end up with several contacts. Merging folds those duplicates into one card.

How to merge contacts

1. Open Contacts and find the duplicates with search — by name, username or ID; an email is only found when typed in full.
2. Click Merge above the list — the rows get checkboxes. The row's “…” menu has the same action and ticks that contact for you.
3. Tick at least two contacts and click Merge (N).
4. In the Merge Contacts window pick the primary contact — it gets the Primary label — and confirm.

What a merge does

• All tickets of the other contacts move to the primary one.
• Channel addresses move to the primary contact wherever it has none on that channel: the Telegram ID, VK ID, WhatsApp, email, the BILLmanager customer, the internal ID and the widget's verified user (the user_id from the visitor_token). The WhatsApp group flag moves with the WhatsApp address, and an email unsubscribe with the email. Replies in the moved tickets reach the customer, and their new messages from any channel go to the primary contact.
• The customer's availability on a channel (for example, that they blocked the Telegram bot) moves over for the channels where the primary contact has none yet.
• Empty fields of the primary contact — name, username, external ID, language, avatar — are filled from the others. Fields that already have a value stay as they are.
• The contacts' extra data is combined; where keys clash, the primary's value wins.
• A merge doesn't lift a mute or a block: the primary contact gets the strictest restriction in force, along with its reason. A block beats a mute, a permanent restriction beats a temporary one, and of two temporary ones the longer-lasting stays; expired ones don't count.
• The other contacts are deleted.

When a merge is refused

A contact holds one address per channel. If the contacts have different addresses on the same channel, the merge is refused and nothing changes: SupportHub says it can't merge them and names those channels. Otherwise replies on the moved tickets would go to the wrong person. Emails are compared ignoring case and stray spaces. Two anonymous widget visitors on different devices are different addresses too, so such contacts can't be merged.