Contact Merging

The same customer may write from different channels (Telegram, email, widget) and end up with several contacts. Merging combines them into one contact together with all their tickets.

How to Merge Contacts

• Open Contacts in the sidebar.
• Click “Merge” above the list — checkboxes appear next to the contacts. Alternatively, pick “Merge” in a contact's “⋯” menu, which starts with that contact already ticked.
• Tick all the duplicates — at least two contacts. Search helps you find them: it matches name, email, username, IDs and numeric Telegram/VK IDs.
• Click “Merge (N)”, choose the primary contact in the “Merge Contacts” window — it gets a “Primary” tag — and confirm with “Merge (N)”.

What merging does

• All tickets of the other contacts move to the primary one.
• The customer's channel addresses move to the primary contact wherever it has none on that channel: Telegram, VK, WhatsApp, email, the BILLmanager customer, the internal ID and the widget's verified user. The WhatsApp group flag and an email unsubscribe travel with their address. So replies in the moved tickets still reach the customer, and their new messages go to the primary contact.
• The customer's availability on a channel (for example, that they blocked the Telegram bot) moves too, if the primary contact has none for that channel yet.
• Empty fields of the primary contact — name, username, external ID, language, avatar — are filled from the others. Fields the primary already has stay as they are; extra data is combined too, with the primary's values winning.
• If any of the contacts is muted or blocked, 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 restrictions don't count.
• The other contacts are deleted.

When contacts can't be merged

A contact holds one address per channel. If the contacts have different addresses on the same channel — say, two different Telegram accounts or two different emails — the merge is refused: SupportHub names those channels and changes nothing. Emails are compared ignoring case and stray spaces, so Ivan@Example.com and ivan@example.com are one address. Two anonymous widget visitors on different devices count as different addresses too.