Inbox: Multiple Chat with Single Contact with Multiple Numbers
Mahmood Ali
Desired outcome:
A secondary number option has been added in contact field, but it is not linked to a conversation. So it is not useful to start a conversation.
- There should be an option to have multiple conversations with a single contact who has multiple WhatsApp numbers.
- Alternatively, there should be an option to link the same customer account with different WhatsApp number, so every number has its own chat window under one customer.
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Iaroslav Kudritskiy
Hi Mahmood Ali if I understand your request correctly, we already have a feature to have a single contact with multiple channels or numbers - Merge Contacts.
You can read about Merging Contacts from the Contacts module here: https://help.respond.io/l/en/contacts/contacts-overview#merge_contacts
You can read about merging Contacts from the Inbox module here: https://help.respond.io/l/en/converse-with-customers/optimize-agents-productivity#merge_duplicate_records_to_get_updated_context_for_each_contact
Mahmood Ali
Iaroslav Kudritskiy, no you didn't understand it right. I am not talking about merging 2 same contact numbers which I already knew.
What I said is if a contact person "Mr. ABC" is having 2 or 3 different (unique) WhatsApp numbers. Then how we can be able to have 2 or 3 different chat options with a same contact name "Mr. ABC" phone 1 & phone 2 or phone 3. This is what I meant by saying; "There should be a multiple chat options with a single contact person whom having multiple whatsapp numbers or there should be an option to link the same customer accounts with "different whatsapp number" so every number do have its own chat window under one customer name".
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Iaroslav Kudritskiy
Mahmood Ali sorry about that, let me try again.
The situation is Mr. ABC has 2 WhatsApp numbers.
Let's say you currently have 2 Contacts for Mr. ABC. When you add the same email to both Contacts, a Merge will be suggested.
Once you Merge those 2 Contacts. You will have 1 Contact for Mr. ABC and you will be able to message his 2 WhatsApp numbers by selecting the desired number in the Channel Switcher: https://help.respond.io/l/en/inbox/inbox-overview#channel_switcher
Mahmood Ali
Iaroslav Kudritskiy this process we are already following it. But the issue we are facing is the same conversation window which is quite difficult to maintain a proper conversation for 2 different numbers. So there should be a separate conversation window for the 2nd channel (whatsapp no.) so the conversations can be easily segregated.
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Iaroslav Kudritskiy
Thanks for the clarity. This will help to optimize the product in the future.