---
title: "Merging Identities"
slug: "merging-identities"
updated: 2025-07-14T10:05:12Z
published: 2025-07-14T10:05:12Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Merging Identities

## Overview

  

The system merges customer identities based on three primary fields: **Phone Number**, **Email Address**, and **Unique ID**. When records share the same phone number or unique ID, or have similar email addresses, the system may prompt the agent to merge them into a single customer profile.

Merging can occur either **automatically** or **manually**, depending on the interaction source and the customer data already stored in the system.

## Automatic Identity Merging

  

Automatic merging takes place **only when** the customer contacts the system using the **same channel and the same identifier type** (e.g., identical phone number or email address).  
  
  

**Examples of automatic merging:**  

●	A customer sends a WhatsApp message from a specific phone number and later sends an SMS from the same number. The system will automatically merge these identities.

● A customer sends multiple emails from the same email address. The system will merge these identities automatically.

## Manual Identity Merging

  

When a customer contacts the system through **different channels** (e.g., WhatsApp and Email), even if the corresponding data exists in their customer profiles – for example, a phone number listed in a profile associated with an email identity, or an email listed in a profile from a WhatsApp identity – the system **will not** perform automatic merging.  

In such cases, the system may **suggest** a potential identity merge based on matching fields, but the merge must be **manually confirmed** by clicking the “Merge” button within the customer profile.

![merge identities.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/merge%20identities.png)

## Interactions Without Identifiers

  

No automatic merging will occur in cases where the customer interaction is **anonymous** (e.g., no phone number or email provided), because there is no reliable data to verify the customer's identity.

However, if identifying details (e.g., phone number or email) are later added to the anonymous customer profile, the system may suggest merging it with existing profiles that contain matching values.

Once identities are merged, they are consolidated under the customer profile **from which the merging action was triggered**. All conversations are moved to that customer profile, and the duplicate profile is **deleted**.

If an identity is later detached from a customer, a new, empty customer profile is created containing only that identity and its associated conversations.