Contact Merge Automation

Overview

Contact Merge Automation allows you to link a customer’s Instagram account with their WhatsApp number. This helps manage conversations across both channels under a single contact.

Accessing Merge Settings

• Click the Settings icon

• Click Instagram

• Click Prompt Settings

• Click Merge Automation

Enabling Manual Merge Mode

• Toggle Manual merge mode

• Verify the allowAutoMerge setting update notification

• Click the Back arrow to return to Instagram settings

Automation Behavior

When a customer sends "Hi" on Instagram:

• Automated response sequence begins

Accessing Chat

• Click the Chat icon from the sidebar

• Click a conversation to open the chat thread

Performing Manual Contact Merge

Step 1: Open and Assign Conversation

• Click the conversation message to open the chat thread

• Click Assign to myself

Step 2: Send WhatsApp Invite

• Click the WhatsApp icon

• Click OK to send the WhatsApp invite

Step 3: Customer Connects

• Customer clicks Connect on WhatsApp

• System automatically syncs the customer’s number

Step 4: Verify Contact Merge

You will be asked only if the Instagram merge option is turned off. Otherwise, if it is set to auto, it will merge automatically

• Click the new conversation

• Review the success message confirming merge completion

Post-Merge Behavior

• Instagram account and WhatsApp number are connected

• Both channels are linked to the same contact

• You can:

• Reply via Instagram, or

• Switch to WhatsApp to continue the conversation

Important Points

• Manual merge mode must be enabled before merging contacts

• Automation and manual merge are separate processes

• Merging is performed from the chat thread

• Customer action is required to complete the merge

• Merge is confirmed only after successful sync

• Both channels are linked to a single contact after merging

Summary

• Enable manual merge from Instagram settings

• Automation triggers when user sends "Hi"

• Open chat and assign conversation

• Send WhatsApp invite

• Customer connects via WhatsApp

• System merges Instagram and WhatsApp contact

• Continue conversation on either channel