Plan requirement
| Subscription | Any plan |
| Access | Admin |
One customer appearing as several users is usually about how WhatsApp identifies people, which changed.
Symptoms
- The same customer appears as two or three users.
- A returning customer has no history.
- Their WhatsApp identity does not match the number you have on file.
Resolution steps
1. The identifier is not the phone number
WhatsApp has moved towards identifiers scoped to your business rather than exposing the raw number everywhere. So the identity on a conversation may not match a phone number stored elsewhere on the profile, and matching by number does not work as you would expect.
2. They contacted you on more than one channel
A customer who emails and also messages on WhatsApp is two identities unless something links them. Zendesk does not merge automatically, because it cannot know they are the same person.
3. Their number changed
A new number is a new identity, correctly.
What to do
- Merge the users where you are confident they are the same person. That brings the history together.
- Authenticate where you can. A signed-in customer is identified reliably, which removes the problem rather than treating it.
- Rely on the context panel, which shows other tickets and helps agents spot the connection.
Do not guess
Merging two users who are not the same person exposes one customer's history to another. Where the match is not obvious, ask.
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