Merge Customer & Visitor Profile
Occasionally, multiple profiles can be created for the same customer in Richpanel, especially when they initiate chats from the self-service portal without logging in. This guide will walk you through the steps to merge these profiles effectively.
- You can only merge a visitor profile with a customer profile.
- Merging two customer profiles is not possible.
- Once profiles are merged, this action cannot be undone.
Steps to Merge Conversations
1. Open the Conversation:
Navigate to the conversation in the inbox that you want to merge. This will typically be the chat where the customer has initiated contact as a 'Visitor.'
2. Access the Customer Sidebar
On the right-hand side, you'll find the customer sidebar. Look for the search icon (🔍).
3. Search for the Profile
Click on the search icon, which will open a search bar. Enter the email address associated with the other profile (the customer profile) you want to merge.
4. Select the Profile
As you type, a dropdown will appear with matching profiles. Select the correct customer profile from this list.
5. Merge the Profiles
After selecting the profile, you will see an option labeled "Merge Profile". Click on this to merge the visitor profile with the customer profile.
6. Verify
Once merged, the profile will now show as a customer instead of a visitor.
Identify the primary conversation to which you want to merge another conversation. The primary conversation will remain active, and the secondary conversation’s messages will be merged into it.