Hi Gayana - thanks for taking the time to leave us a video review! It's great to hear that using Intercom is helping your customers feel you care. It's also great that you have had a positive experience with our systems performance and have found it to be fast.

Thanks for your feedback around merging and consolidating conversations. You're right that we don't yet have a feature for merging conversations. We do however highlight to users if there is a duplicate conversation from the same customer recently which helps highlight if there are multiple conversations from one customer. You can then close the duplicate conversation so that you know that customer is taken care of and answer in the open conversation. I know it's not perfect but is something I do regularly. I hope that helps as a workaround!

Thanks,

Eabha (Customer Engagement)