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Open the conversation or ticket you want to keep.
Click the three-dot menu (•••) or use the shortcut ⌘ / Ctrl K.
Select "Merge into".
Search for and select the other conversation or ticket you want to merge.
Confirm the merge.
Merge lead and user profiles
You can merge a lead into a user profile, but not vice-versa.
For bulk merging, use a third-party tool like Insycle, which can be configured to automatically identify and merge duplicates based on custom rules.
To merge programmatically, use the Intercom REST API and send a POST request to the /contacts/merge endpoint.
Important considerations
When merging conversations, you cannot merge conversations or tickets that have multiple participants.
When merging contacts via the API, the from ID must be a lead and the into ID must be a user.
Automatic merging into a user profile will only happen if there is a single user with the matching phone number.