> ## Documentation Index
> Fetch the complete documentation index at: https://docs.telemetron.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Merging Cases

> Combine related cases into one to keep conversations organized and avoid duplicate work

Sometimes multiple cases are opened for the same issue — a customer emails and then calls, or two team members create cases for the same request. **Merging** lets you combine these into a single case so nothing falls through the cracks.

When you merge case A into case B, case A is closed and its conversation history is preserved as a reference on case B. Case B becomes the single source of truth going forward.

## When to merge

* A customer contacts you through multiple channels about the same issue
* Duplicate cases were created by different team members
* A follow-up case should be consolidated with the original

## Requirements

Both cases must meet **all** of the following conditions to be merged:

| Condition              | Details                                                        |
| ---------------------- | -------------------------------------------------------------- |
| **Same organization**  | Both cases must belong to the same organization                |
| **Different cases**    | You cannot merge a case into itself                            |
| **Not archived**       | Neither case can be archived                                   |
| **Not already merged** | Neither case can have been previously merged into another case |
| **Not a draft**        | Neither case can be in draft status                            |

<Warning>
  Merging is permanent and cannot be reversed. Make sure you're merging into the right case before proceeding.
</Warning>

## How to merge

<Steps>
  <Step title="Right-click the case">
    Right-click on the case to be merged in the cases list sidebar and select **Merge into...**.

    <Frame>
      <img src="https://mintcdn.com/telemetron-9adc5bfe/i5kpjOF_Anv3jqnk/images/merge-case-menu.png?fit=max&auto=format&n=i5kpjOF_Anv3jqnk&q=85&s=ef2bb7ab7e3676da068ec1a095cc0e20" alt="Right-click context menu on a case showing the Merge into option" width="572" height="542" data-path="images/merge-case-menu.png" />
    </Frame>
  </Step>

  <Step title="Search for the target case">
    Search for the case you'd like to merge the selected case into.

    <Frame>
      <img src="https://mintcdn.com/telemetron-9adc5bfe/i5kpjOF_Anv3jqnk/images/merge-case-dialog.png?fit=max&auto=format&n=i5kpjOF_Anv3jqnk&q=85&s=9e87f517f9d34e0643ab0a865737f6c6" alt="Merge case dialog showing search for a target case" width="1496" height="950" data-path="images/merge-case-dialog.png" />
    </Frame>
  </Step>

  <Step title="Preview the merge">
    Review both conversations side by side before confirming.

    <Frame>
      <img src="https://mintcdn.com/telemetron-9adc5bfe/i5kpjOF_Anv3jqnk/images/merge-case-review.png?fit=max&auto=format&n=i5kpjOF_Anv3jqnk&q=85&s=f4eadbab9d5fac601f802891002d0744" alt="Review merge screen showing both conversations side by side" width="2000" height="1232" data-path="images/merge-case-review.png" />
    </Frame>
  </Step>

  <Step title="Confirm the merge">
    Confirm that you want to permanently merge the cases.

    <Frame>
      <img src="https://mintcdn.com/telemetron-9adc5bfe/i5kpjOF_Anv3jqnk/images/merge-case-confirm.png?fit=max&auto=format&n=i5kpjOF_Anv3jqnk&q=85&s=0e212fa549808473b9d0de35630420c1" alt="Confirmation dialog warning that merging is permanent and irreversible" width="1068" height="814" data-path="images/merge-case-confirm.png" />
    </Frame>
  </Step>
</Steps>

## Channel compatibility

Not all channel combinations support merging. The rules depend on the channel each case originated from.

**The key rule: any case can always be merged into an email case.** Beyond that, compatibility depends on the channels involved — and most cross-channel merges require that both cases belong to the **same customer**.

| Source Channel      | Can Merge Into                 |
| ------------------- | ------------------------------ |
| **Email**           | Email, Chat\*, Voice\*         |
| **Chat**            | Email, Chat\*                  |
| **Voice**           | Email, Voice\*                 |
| **FB Messenger**    | Email, Voice\*, FB Messenger\* |
| **IG DM**           | Email, Voice\*, IG DM\*        |
| **X DM**            | Email, Voice\*, X DM\*         |
| **Social Comments** | Email, Voice\*                 |

\* Requires both cases to belong to the same customer.