Person and Chat Merging
To manage different chats from the same person or messages from different channels (WhatsApp, email, Instagram, etc.) on Qpien, you can merge chats and contacts. Chat merging displays messages from the same person across different channels on a single screen. Contact merging, on the other hand, consolidates all communication details and message history from different channels into a single profile. This allows communications to be tracked in an organised manner and prevents confusion.
Click on the three dots icon in the top right corner of the chat you have opened.
Select the ‘Mark as spam’ option from the menu that appears.
Once you have marked the chat as spam, you will no longer receive messages from this person.
Merging Chats
Let's say you have two different WhatsApp lines on Qpien.
When a customer sends messages to both lines at different times, these messages will appear separately on the chat screen.
Even though the messages come from different lines, the customer's phone number is the same, so the same name appears in both chats.
If you are certain that these two chats actually belong to the same person, you can use the ‘Merge Chats’ button to combine these chats into a single screen.
After merging, no matter which WhatsApp line the customer sends a message to, all messages will be displayed in a single chat screen.
When you click the ‘Merge Chats’ button, the panel that opens will automatically display other chats with the same phone number as the person you are currently chatting with.
From this screen, you can select the relevant chat and click the ‘Next’ button to continue.
The new panel that opens displays which chats will be merged.
Additionally, the screen indicates that this action cannot be undone.
After ticking the confirmation box, you can proceed by clicking the ‘Merge’ button.
Once you have completed these steps, the chat merging process will be successfully completed.
Person Merge
If the same person has written to us via different channels (e.g. WhatsApp, email, Instagram, etc.), the person merging process must first be carried out.
Person merging allows conversations from different channels belonging to the same person to be grouped under a single person profile.
Once this process is complete, conversation merging can be performed on the relevant conversations.
For example, individuals named ‘Mehmet’ and ‘Mehmet Sarıkaya’ may have reached us through different channels. If these two individuals are actually the same person, we can consolidate all their data into a single profile using the person merging process.
This way, the messages, contact details, and interaction history that the person has sent through different channels are consolidated in one place. This enables more organised and comprehensive customer management.
Open the chat of one of the people you wish to merge and click the ‘Merge Contacts’ button.
In the panel that opens, select the other person you wish to merge from the list.
Click the ‘Next’ button to continue.
During the merging process, you can select which data you want to keep.
If you want chats with contacts to be grouped together on a single screen, enable the option at the bottom that says ‘Merge chats after merging contacts.’
This way, both contact information and chat history will be combined in one place. After the merging process is complete, all messages from this contact will be displayed on the same chat screen, regardless of which channel they are sent from. This allows you to track your communication from one place and avoid confusion.
💡Once the merging process is complete, all messages from this person will appear in the same chat screen, regardless of which channel they are sent from. This allows you to monitor your communications from a single location and prevent confusion.
After making the necessary selections, click the ‘Next’ button to proceed to the next step.
In the panel that opens, confirm the merging of the person and chat.
Then click the ‘Merge’ button.
Once the process is complete, the person and chats will be successfully merged.