> ## Documentation Index
> Fetch the complete documentation index at: https://docs.goeva.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How to move a conversation to the right contact

> If a chat is linked to the wrong person, move it to the right contact without deleting or merging anyone.

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](https://docs.goeva.ai/en/crm/merge-contacts.md), not to move conversations one by one.

## If something goes wrong

> [accordion] Move conversation does not appear
>
> Your role needs access to the **Inbox** and to **Contacts**. It also does not appear
> when the conversation has no saved contact yet.

> [accordion] It says the conversation already belongs to that contact
>
> You chose the same person who already has the conversation. Search for the other
> contact.

> [accordion] It says we couldn't find that contact
>
> The contact was deleted, or your role cannot access it. Ask an admin to check it.

> [accordion] It says the conversation changed while you had it open
>
> Someone else moved it at the same time. Reload the page and check which contact it
> is on now.

## Next steps

> [card] [Use the inbox](https://docs.goeva.ai/en/crm/inbox.md)

> [card] [Manage your contacts](https://docs.goeva.ai/en/crm/contacts.md)


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