Merge Contacts

Sometimes one customer shows up as two contacts, usually because one record reached you without a phone number of its own. Merging puts their conversations on one contact, so your team sees the whole picture.

What Merging Does

• The other record's conversations move onto the contact you keep, and that record goes away.
• Nothing is sent to the customer.
• Each device keeps replying to its own conversation.
• You can undo it for 7 days.

How to Merge

1. In the Contact List, find the contact you want to keep.
2. Click ... in their row and choose Merge contacts. You can also use the merge button in the contact's preview panel, or Merge contacts under Quick Actions on the full contact page.
3. Search by name or phone number and pick the other record. If a record can't be merged, the dialog tells you why.
   
4. Check what will happen. The dialog shows which contact Stays, which Goes away, and which devices move.
5. Click Merge.

Undo a Merge

You have two ways to undo:

• Right after merging, click Undo on the Contacts merged message.
• Later, open the contact's full page and go to Merged contacts. Click Undo. The card shows the date you can undo until.

The Merged contacts card can also list merges done automatically from what WhatsApp reported. You can undo those here too, while the Undo button is showing.

When a Merge Is Not Allowed

If a record can't be merged, it stays in the list with the reason beside it. These are the common ones:

Common Questions