When managing customer conversations, you may find that the same person reaches out multiple times using different contact details, such as WhatsApp or email. Customerly helps you keep your contact list clean and organized by automatically merging leads and users with matching information.
How merging works
Customerly intelligently detects when two or more contacts share the same phone number or email address.
If the phone number is the same: The system recognizes the contacts as a single user and merges their information into one profile.
If an email is added to a contact who started via WhatsApp: Customerly merges that WhatsApp contact with the existing user profile that has the same email.
This process ensures that all future messages, whether sent via WhatsApp, email, or live chat, are connected to the same user. When the user reaches out again, the system recognizes them automatically — reopening their previous conversation and keeping their full history in one place.
Benefits of merging contacts
Single unified profile: Avoid duplicate contacts and have one consistent view of each user.
Complete conversation history: Access every interaction — across WhatsApp, chat, or email — in one thread.
Improved customer experience: No more asking customers to repeat details; all their past context is available instantly.
Accurate analytics: Keep your reports clean and reflect real user activity.
Best practices
Always collect either phone or email for each contact — these identifiers are key for accurate merging.
Avoid manual duplicates by updating existing contacts rather than creating new ones.
Monitor merged profiles occasionally to ensure the correct data is unified.