Identity & merging
The same real customer often shows up under more than one record — a response with just an email here, another with a phone there. Identity merging brings those records together into a single, unified profile, so every customer is counted once and all their activity lives in one place.
This matters because duplicate profiles distort everything downstream: split metrics, missed alerts and a fractured view of the customer journey. Merging keeps your data honest.
Aggregated profiles
When a customer has multiple records that share the same email, phone or custom Customer ID, you get an aggregated profile — a unified view that combines all their activity.
Find a shared contact
In All Responders, look for a responder whose email or phone you suspect appears more than once.
Click the email or phone
Clicking the contact detail (rather than the row) opens the aggregated profile for everyone who shares it.
Review the merged view
The profile shows how many records were combined (for example, "2 records merged"), the distinct names involved, and the merged metadata and contact details — alongside one shared timeline, metrics and alert history.
How merging is configured
Admins control how records are matched in Settings → Global Settings, under Merging Responders. Non-admins are redirected to the Overview.
Customer ID field
You can choose a custom responder metadata field — such as your own customer ID — to act as the primary merge key. When set, records that share this value are treated as the same customer. This is the most reliable way to merge, because it relies on an identifier you control.
Fallback matching strategy
When no Customer ID is available on a record, the system falls back to matching on contact details. You can choose:
- Email & Phone — both must match
- Email Only
- Phone Only
Fallback priority order
You can drag the fallback strategies into the order you prefer. The system tries each one in turn until a match is found, giving you control over how aggressively records are combined.