Merge customers

[ruess]

trafficstars

Hi there,

As far as I can tell, there's no way to merge a customer that initiated their communication using the Chat module with customers who initiated another conversation via email. Whenever I try to add the same email address of the customer profile of the email thread to the customer profile of the chat thread, it states: "Customer saved successfully. Email [email protected] has been moved from another customer: [Steve XYZ](link to the other profile)."

My expectation as a user is that by adding the same email address of one profile to another profile, the system understands this to mean it should merge those 2 customers into one, not move the email address back and forth. If this is not possible (due to structural limitations of the DB), then at least there should be a warning message that allows me the option to merge them.

Thanks!

[SecureCPU]

It's the same if the conversation is initiated using SMS, Twitter, or any other mode of communication. The only one it allows to merge is if it's started via email. Can that also be changed?

[SecureCPU]

And with the tickets started via SMS, it doesn't recognize the client, for example, if the number is already assigned to a client, it doesn't recognize it. It just creates a new client.

Where would I report this to add to the SMS feature?

[fulldecent]

I advocate for these set of behaviors:

1. Accessing the website and viewing a customer, attempting to add an existing email address to a customer. The result will fail and advise you to merge the customers.
2. Accessing via API and attempting to update the customer with an existing email address will fail and advise of the other existing customer.
3. A new button in Manage > Customers (on the left sidebar) will allow to merge:
4. UI page 1: search and select any two customers
5. UI page 2: shows all relevant details for the two selected customers and a radio box of whether to keep details of the former or the latter. For example you could select which photo you want, which email(s) you want.

[naturaw-canine-food]

Any updates on this?