Merge Duplicate WhatsApp Users

Automatically merge duplicate users created via WhatsApp

The problem: Treating friends like strangers

When a user who already exists in Zendesk sends a WhatsApp message for the first time, Zendesk defaults to creating a new user – even if the phone number is exactly the same. This leads to duplicate users, which can easily create lots of follow-up problems.

• Solving the customer's problem takes much longer, efficiency and customer satisfaction suffer.

• Without the ticket history your agent has to start over.

• Missing context can lead to wrong answers and unhappy customers or duplicate actions.

How Merge duplicate WhatsApp users fixes this

Every time a new user is created from a WhatsApp message, the app checks the phone number against your customer base for matches.

If a matching user already exists in Zendesk, the app instantly merges them, invisibly to your team, before any misunderstandings can occur. Your agents can then continue seamlessly from where they left off in their conversation with the customer.

See for yourself with our 14-day free trial!

Key benefits

• Prevent duplicate users from WhatsApp causing confusion.

• Merge user profiles automatically based on phone number.

• Keep ticket history clean and in one place – no more switching between profiles!

• Improve agent workflows with full context in every ticket.

• Deliver a more consistent customer experience.

💬 Real-world example

A customer calls your hotline. A ticket is created under their profile. The next day, they send a WhatsApp message to follow up. Zendesk now creates a second user and your agent replies to them without realising there is a related open ticket. The customer feels ignored and has to repeat information, which slows down communication. The agent is confused and errors are likely to occur. Solving the issue now takes much longer than necessary.

Luckily, there is an easy way out of this.

Here's how it works:

1. A user who is already known to Zendesk sends a WhatsApp message.

2. By default, Zendesk creates a new user profile.

3. Merge Duplicate WhatsApp Users checks whether a user with the same phone number already exists.

4. If a match is found, the duplicate user is merged with the existing one, thus correcting the process before any problems arise.

5. All tickets from that person are then linked to the correct user profile, no matter where they come from.

In conclusion

Merge Duplicate WhatsApp Users makes your Zendesk setup smarter. Say goodbye to missing context and confused agents – look forward to clean user data, happy customers and better conversations!

Install now and start your free trial!

❓ FAQ

What happens if the phone numbers are not formatted the same?
If the phone numbers are not formatted correctly, we need to normalise them so that searches for existing users are successful. This can easily be solved, but it does require the use of another Knots app. Fortunately, our Essential tier lets you benefit from three of our chargeable apps, so this should not prevent you from merging duplicate WhatsApp users.

Does the app handle users from other channels?
No, it only acts when a user is created as a duplicate from a WhatsApp message.

Will the agent be notified of the merge?
No, the merge happens quietly in the background to minimise the chance of confusion. Tickets appear as if they were created under the correct user from the start.

Is this a WhatsApp integration?
No, this app doesn’t connect WhatsApp to Zendesk; it only handles user management once WhatsApp has been set up.