If you received several messages from the same contact id via the same channel type (such as two different email channels), you can merge these messages into one conversation. This way you'll always keep a clear overview of your inbox.

Merge a conversation

Follow the steps below to merge two conversations in Trengo.

1. Locate the conversations you’d like to merge and open one of them. Head to the three dots above the ticket and click ‘Merge’;

2. Choose the conversation from this contact you’d like to merge and confirm your action;

3. Your two conversations are now merged into one ticket.

ℹ️ Do note you can not reverse this process.

By merging conversations, you’ll never lose your overview of the conversations in your inbox. You can also link conversations, which is less permanent than merging them.