Sometimes a customer may send multiple emails about the same issue, which results in duplicate conversations in your inbox. To keep everything organized, you can merge conversations in ThriveDesk.
This combines messages into one thread so your team can manage the discussion more efficiently.
Important Notes
Merging is permanent. Once two conversations are merged, they cannot be unmerged.
The merged conversation will appear under a single thread with all messages combined.
Only individual conversations can be merged, bulk merging is not supported.
How to Merge Conversations
Locate Recent Conversations
Open the conversation you want to keep as the main thread. In the Conversation Details panel, scroll to the Recent Conversations section. Here you will see a list of other conversations from the same contact.
Select the Conversation to Merge
Click on the conversation you want to merge. A preview window will appear.
Confirm the Merge
Click the Merge button. A confirmation modal will appear showing the conversation you are merging into the current one.
Click Merge to finalize.
Visual Indicator for Merged Conversations
After a merge, ThriveDesk automatically logs an entry in the activity timeline of the conversation. This log shows:
Which conversation was merged
Who performed the merge
When the merge occurred
This makes it easy for teammates to track changes and understand the full history of the conversation.
Troubleshooting
Accidentally merged the wrong conversation: Since merges cannot be undone, the best option is to add an internal note explaining the mistake and create a new conversation if needed.
Conversation not appearing in Recent Conversations: Ensure both conversations are from the same contact (same email address). If not, you may need to Change Contact first.
Merge button not available: Only admins and agents with permission can merge conversations. If you do not see the option, contact your workspace admin.
Best Practices
Always merge into the conversation with the most complete context (usually the one with your internal notes or most replies).
If a customer has sent multiple short emails, merge them into the primary support request so your team has the full history in one place.