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Sometimes the same person gets saved twice: they wrote from another number, were saved once with a country code and once without it, or arrived once through WhatsApp and once through your store. You can join both contacts into one.

What you’ll achieve

One contact with the conversations and deals of both. The other contact no longer appears in your list.

Requirements

  • Access to Contacts, and permission to edit both people

Merge the contacts

1

Open the contact's page

In Contacts, open the person and choose Open page.
2

Choose Merge with…

At the top right, open the ⋯ menu and select Merge with….
3

Find the other record

Type their name, phone or email and choose that person’s other contact.
4

Choose which one stays

You’ll see both contacts side by side and what merging would do. Tap the one that should stay.
5

Confirm

Review the summary and select Merge. Nothing changes before this step.

How to know it worked

A notice says the contacts were merged and you land on the page of the contact that stayed, with the conversations and deals of both.

What happens to the data

  • The other contact’s conversations and deals move to the one that stays.
  • The details of the one that stays are not replaced. Anything missing, like email or phone, is filled in from the other one.
  • If the one that stays already has tags, it keeps its own and the other’s are not copied.
  • Merging sends no message to your customer.

Restore a contact that was merged

If two different people ended up joined in one contact, you can bring back the contact that disappeared. Only people with the owner or admin role see it.
1

Open the page of the contact that stayed

In Contacts, open the person and choose Open page.
2

Open the list of merged contacts

Below the phone and email, select the line 1 contact merged into this one. It only appears when there is something to restore.
3

Restore

On the contact you want back, select Restore and confirm.
4

Give them their conversations

Restoring moves nothing. Open each conversation in the Inbox and use Move conversation to send it to the restored contact.
  • If another contact already uses their number or email, it stays where it is and the notice tells you which contact has it. New messages keep reaching the same contact as today.
  • A contact that says “Deleted” instead of “Merged” only shares a contact detail with this one, and the card says which: the same number, the same email, or another detail such as an Instagram account. There is no record that they were merged. Restore it only if it is a different person.
  • Contacts that someone deleted by hand do not appear here.

If something goes wrong

Your role needs access to Contacts. The option is only on the contact’s full page, not in the list’s quick view or in the Inbox.
Something shows they are different people, for example two WhatsApp accounts or two different customers of the same Shopify store. The message explains what it is. If you can fix it, like a field with different values, fix it and try again.
One of the phones has no country and matches a Mexico number. Check it only if you are sure it’s the same person.
Someone edited one of the contacts at the same time. The summary updates and tells you what changed. Review it and select Merge again.

Next steps

Move a single conversation

Manage your contacts