Overview

If an existing user contacts you anonymously in the Messenger (e.g. in incognito mode or while logged out), a new lead profile is created in Featurebase. This can result in both a lead and a user profile for the same person.

Leads are typically created when someone starts a conversation without being signed in. These profiles may not have verified email addresses or consistent user IDs, which can lead to duplicates.

When this happens, you can merge the lead profile into the user profile so all conversations, events, and attributes are stored in one place.

How profile merging works

When you merge a lead into a user:

• All conversations from both profiles are combined

• Lead attributes are transferred if the user profile does not already have a value

There are specific rules for merging:

• A lead can be merged into a user profile

• A user cannot be merged back into a lead profile

• 2 leads cannot be merged

• 2 users cannot be merged

Duplicate profiles can also occur if:

• Cookies are cleared

• Inconsistent user IDs are passed

• Only email communication is used without proper identification

Merging lead and user profiles

Manually merge profiles

You can merge profiles manually in 2 ways:

1. Update the lead’s email address

You can edit the lead’s email address from their profile to match the email of an existing user:

1. Open the lead profile

2. Update the email address to match the existing user

3. Pick the correct user profile

4. Confirm merge

The next time the person visits your website (or refreshes the page if they’re already online), the lead will merge into the existing user. If multiple users share the same email, the most recently active user will be merged with the lead.

2. Merge potential duplicates from the Inbox

If there are duplicate profiles for the person you are speaking with, you will see a potential duplicates warning in the Inbox.

If the conversation is with a lead and a duplicate user is detected, click ‘Merge lead into user'

The conversation will refresh and display the merged user profile, including previous conversations and data.

Automatically merge profiles based on cookies

Automatic merges can happen without manual action:

1. When someone visits your website while logged out, they are assigned a unique cookie

2. If they start a conversation, they become a lead

3. If they later log in or sign up while that cookie is still present, the lead profile will automatically merge into their user profile.

Identify duplicate users in conversations

View details about potential duplicate users from the Inbox right sidebar and access better context across those potential duplicates’ other conversations.

Teammates will see a warning in the User Details section of the right sidebar when potential duplicates are present. Clicking the warning will show details about potential duplicates, including the option to open each user's profile page.

An alert icon beside the Potential Duplicate’s Phone and/or Email will show what attribute they matched on.

Potential duplicates are identified by:

• User or Lead’s Phone attribute matching Potential Duplicate’s Phone attribute

• User or Lead’s Email attribute matching Potential Duplicate’s Email attribute

FAQs