How to Merge Conversations in Inbox

Keep the right history together

Use Merge Conversation when separate Inbox threads belong together and you have confirmed that they refer to the same customer. A similar name is not enough. The portal warns that merging cannot be undone.

1. Review the conversations first

1. Confirm the selected business/location and open Conversations → Inbox.
2. Search for the customer, then compare the full contact number, channel, local business number and messages in each thread.
3. Decide which conversation should be the main thread before opening the merge tool. Do not merge records for different people who happen to share a name or office number.

Check whether you are simply seeing the same customer through different channels or business lines. That alone does not mean the histories should be combined.

2. Open the merge review

1. Open Conversation options on the intended conversation row.
2. Choose Merge Conversation.
3. Read the warning and review the search and selection area. The comparison columns include Channel, Contact Name, Local Number and Last Message.
4. Find and select only the conversation or conversations you intend to combine. Review every selection; do not rely on the contact name alone.

3. Confirm only after checking the selection

Use Clear to clear the selection, or Close to leave without completing the merge. When the selection is correct and you intend to combine these histories, click Merge and follow any confirmation shown by the portal. Because this operation is irreversible, ask an administrator or support first if you are unsure which conversation should remain.

4. Verify before sending another message

• Find and reopen the resulting conversation.
• Review the expected history and contact details.
• Check the actual sending channel and local number before replying. Do not assume merging changes channel permissions, restores SMS consent or changes a connected WhatsApp account.

This is different from deleting a draft or cleaning up contacts. Discard draft clears unsent text; Delete Conversation is a separate action. Do not use either as a substitute for reviewing a merge.

If a conversation is missing

Clear old searches, return to All and check channel/line filters and the selected location. If the expected thread or merge option is unavailable, ask an administrator to review access or contact support. Avoid deleting records to force a match.

Related guides

• Organize and find Inbox conversations

Need help?

Call, text or WhatsApp (833) 966-4835, or email info@zonitel.com. Share relevant examples privately; never include passwords or verification codes.