Merge Duplicate WhatsApp Users
Automatically merge users in Zendesk — prevent duplicate users from WhatsApp chat
Zendesk creates duplicate users when an existing contact messages your team via WhatsApp (Business). That leads to fragmented info, missing context, and frustrated agents. This app fixes it — merging users silently in the background.
It happens automatically — before problems arise
This app continuously monitors for new users created through WhatsApp (Business) chat. If a user with the same phone number already exists, it merges the profiles immediately – before agents even notice a duplicate.
Detects when Zendesk creates a new user from a WhatsApp message
Searches for matching phone numbers in your existing user base
Combines duplicate users instantly and silently in the background
Ensures all tickets are linked to the correct user profile
Keeps ticket history complete — no manual work required
Why duplicate users from WhatsApp are a real problem
Zendesk doesn’t match incoming WhatsApp messages to existing customers to identify users, even when the phone number is exactly the same. Instead, it creates a new user – treating returning customers like strangers when they create Zendesk tickets from WhatsApp.
That results in:
Split ticket history across multiple profiles
Agents missing important context
Repeated questions and frustrated customers
Slower resolution times and lower CSAT
Merge Duplicate WhatsApp Users solves this silently in the background — before agents even notice. If a user with the same phone number already exists, the app merges them instantly, keeping the conversation on track.
Fewer mistakes, faster support – better experience
By preventing Zendesk duplicate users at the source, you improve workflows for agents and experiences for customers — without changing how anyone works. It just runs in the background and keeps your data clean.
Eliminate duplicate users from WhatsApp before they cause confusion
Give agents full context with every customer
Avoid repeated questions and customer frustration
Make Zendesk more reliable with accurate user records
Improve CSAT by maintaining continuity across channels
Stop duplicate users from disrupting your Zendesk workflows
Duplicate WhatsApp users disrupt ticket history and make agents work harder. With our app, Zendesk automatically merges the right users, so every case has the full context it needs.
Real-world example
A customer calls your hotline to ask for a refund. A ticket is created under their profile.
The next day, they follow up via WhatsApp and send some images of the broken product. Zendesk then creates a second user, unaware that there is already an open ticket related to this customer.
The result? Repetition, confusion and delay.
Merge Duplicate WhatsApp Users prevents this. It unites the two profiles the moment a WhatsApp message triggers the creation of a user, thus avoiding problems before they arise.
Let your agents focus on solving problems
Duplicate users are easy to miss and hard to clean up after. This app stops the issue at the source by merging WhatsApp and Zendesk users — and your team stays in control.
No configuration needed
Includes a 14-day free trial
Works instantly once WhatsApp is connected
Start now and enjoy the difference clean user data makes.
Common questions
What if the phone numbers are formatted differently?
To stay on top of your duplicate user management, you may need to normalize phone numbers so matches are accurate. This is easily done with another Knots app. Our Essential plan includes three chargeable apps — so you’re covered.
Does this also work for users from email, chat, or phone?
No, this app only acts on new users created through WhatsApp messages.
Do agents get notified when a merge happens?
No. The merge is completely silent — agents will only see the correct profile from the start.
Is this a WhatsApp integration?
No. This app doesn’t connect WhatsApp to Zendesk. It works after WhatsApp is already set up — focusing purely on merging duplicate users created through it.