New at Intercom
New feature

Build better context in the Inbox by identifying potential duplicate users

Davy avatar
Shared by Davy • April 21, 2023

You can now view potential duplicates users in the Inbox right hand side bar.

This will help teammates access relevant context around the user they’re chatting to and inform process changes to reduce the amount of duplicates created.

Potential duplicates are identified by:

  • User or lead’s Phone attribute matching potential duplicate’s Phone or WhatsApp Number attribute
  • User or lead’s Email attribute matching potential duplicate’s Email attribute