orca.floOne customer across WhatsApp, Instagram and email
The same customer might message you on WhatsApp, Instagram and by email. Merge them into one contact to see everything they said in one place. The assistant can also use what they said on the other channels, so it does not ask again.
Updated
Merge a customer
Open Merge contacts
In Conversations, click Merge contacts at the top of the list. It shows people who look like the same person: the same phone number or the same email address on different channels.
Pick the one to keep
Click Keep this one on the contact you want to keep. The others are merged into it. Their conversations stay separate threads, but they now belong to one person.
See everything in one place
Open any of their conversations
When a customer has more than one channel, you see All channels with a number, for example All channels (3).
Click All channels
All their messages from every channel show on one timeline, oldest first. A small icon shows which channel each message came from. Click it again to see only this channel.
Reply as usual
Your reply goes out on the channel of the conversation you opened.
Undo a merge
Open Linked contacts
In the merged customer’s conversation, click Linked contacts. It lists the contacts that were merged into this one, with the date and who did it.
Click Unmerge
The contact becomes separate again, with the channels and conversations it had before. Anything the merge filled in (like a name) is removed again.
The assistant and other channels
- When this is on, the assistant knows what a merged customer said on their other channels, so it doesn’t contradict it or ask again. For example, a date they gave by email is remembered on WhatsApp.
- It sees a short summary and the last 8 messages from the other channels, from the last 60 days.
- It never sees phone numbers or email addresses from those messages. They are hidden before the assistant reads them, so it cannot repeat them.
- Internal notes, attachments and other customers are never shared with it.
- It only works for customers you merged. Separate contacts stay separate.
Not seeing it?
If you don’t see this in your panel yet, email support@orcaflo-panel.com and we’ll switch it on for your business.
Questions
No. The customer does not see anything. It only changes how their conversations are grouped in your panel.
If the contact you kept was later merged into another contact, undo that newer merge first. Then you can undo the older one.
No. OrcaFlo only suggests people who share a phone number or email. You decide who to merge.