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Merge conversations

Free on every plan

One customer, one thread.

When the same customer writes twice about the same thing, merge the two conversations into a single thread. The full story lives in one place, and no one answers the same question twice.

The problem

The same question, split across two threads

Customers reply from a new address, start a fresh email instead of replying, or write on two channels, and suddenly one issue is scattered across two conversations no one can fully see.

  • One issue ends up split across two separate threads
  • Two people reply to the same customer without knowing
  • The full context is never in one place
  • Duplicate threads clutter the inbox and the reports

Why teams love it

The whole story, back in one place

Merging duplicates keeps every customer to a single, complete thread your whole team can trust.

One clear thread per issue
Pull two conversations about the same thing into one, so the full back-and-forth reads as a single story.
No accidental double replies
With duplicates merged, two people never answer the same customer from two different threads.
Full context, nothing lost
Every message from both conversations stays in the merged thread: nothing is deleted or hidden.
A cleaner inbox and cleaner numbers
Fewer duplicate threads means a tidier queue and reporting that reflects real conversations.

What’s inside

Tidy up duplicates in a couple of clicks

Everything you need to combine split conversations without losing a thing.

Merge two into one
Combine two separate conversations from the same customer into a single thread.
Every message kept
All messages from both conversations end up in one place, in order: nothing is thrown away.
Clearly marked as merged
The conversation you merge away is closed and marked as merged, so it is obvious what happened.
Saved in the history
The merge is recorded in the conversation history, so there is always a clear trail.
One customer, one place
Merging keeps everything from the same person together, next to their contact profile.
Right from the conversation
Start a merge from the conversation itself: pick the other thread and the two become one.

Pricing

Free on every plan

Free on every plan

Merging conversations is included on every plan, including Free. Keep every customer to one clean thread from day one: no credit card, no trial clock.

Included free on every plan, forever.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Merge conversations: one thread per customer issue

Merging lets you combine two conversations from the same customer into a single thread, for example when someone emails twice about the same thing, or replies from a new address instead of the original. Every message from both conversations ends up in one place, in order, so your team reads the whole story at a glance instead of piecing it together across duplicates. The conversation you merge away is closed and marked as merged, and the merge is saved in the history.

Because duplicates collapse into one thread, two people never answer the same customer from two different places, and your reports reflect real conversations instead of split ones. It works hand in hand with contacts, so every message from the same person stays together, and with AI agents that tag and route conversations automatically. With more than 30 integrations, the order and customer data sit right next to the merged thread.

Merging conversations is included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.

Give your team time back

Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story