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Sometimes a conversation is linked to the wrong contact: two people with the same name, a number that used to belong to someone else, or a customer who wrote from another account. You can move just that conversation to the right contact.

What you’ll achieve

The conversation will belong to the right contact, along with its opportunities you can edit. The previous contact and its other conversations stay as they were.

Requirements

  • Access to the Inbox and to Contacts
  • The right contact already exists in your CRM

Move the conversation

1

Open the conversation

In your Inbox, open the conversation that landed on the wrong contact. On a phone, open the contact from the conversation header.
2

Choose move

Next to the contact, select Move conversation. A window shows the current contact.
3

Find the right contact

Type their name, phone, or email and choose the person in the list.
4

Confirm

Check that it is the right person and select Move.

How to know it worked

The contact panel shows the person you chose, and the conversation appears with their name in the Inbox list. If you reload the page, the change stays.

What moving a conversation does not do

Moving a conversation does not merge contacts. Both contacts keep existing, with their data and their other conversations. It also does not block or unblock the customer’s channel. Opportunities that started in that conversation move with it to the contact you choose, as long as you can edit them. The ones your role cannot edit stay on the previous contact. If they are really the same person saved twice, what you need is to merge the contacts, not to move conversations one by one.

If something goes wrong

Your role needs access to the Inbox and to Contacts. It also does not appear when the conversation has no saved contact yet.
You chose the same person who already has the conversation. Search for the other contact.
The contact was deleted, or your role cannot access it. Ask an admin to check it.
Someone else moved it at the same time. Reload the page and check which contact it is on now.

Next steps

Use the inbox

Manage your contacts