Customers reopen from a new device or number and fragment history. Merge habits beat detective work.
Why duplicates happen
New phone, family member chatting, or QR vs saved contact creates parallel threads.
Agent playbook
- Ask for order ID early.
- Link profiles / notes across numbers.
- Close the secondary thread with a pointer to the primary.
Prevent with UX
Publish one official number and deep links that open the same chat.
Connectora notes
Put "primary number" on the customer so the next agent does not restart.
One customer, one story. Shared inbox discipline beats scattered WhatsApp Business app chats.