# Group a customer who uses several channels

> WYP.chat groups a customer who writes to you on WhatsApp, on Instagram and by email into a single person: shared name, tags, stage and notes, with conversations kept per channel.

## Steps

1. When two records have the same email address entered by your team, they are grouped automatically.
2. When another record has the same email address, or the same first and last name, the record shows **Same person?**: choose **Merge** or **Not the same person**. A first name alone is not enough.

3. You can undo a merge with **Separate**: the record becomes independent again and is no longer suggested.
4. To group two records without a suggestion, open the contact in **Contacts**: under **This person’s channels**, type at least two letters in **Merge with another contact…**, then pick the record and confirm.
5. When a customer changes their WhatsApp number, Meta tells us: their record takes the new number, and their conversation shows it with a line “The customer changed their WhatsApp number”. If that number already had its own record, nothing is merged automatically: the line says so, and you group both records as in step 4 if it is the same person.

**Good to know**: **Merge**, the **Same person?** suggestion and **Separate** are for the owner and administrators only: other roles see the person’s channels, without these buttons. An address left by a website chat visitor is never enough to group two records: it only creates a suggestion. Permission for offers stays specific to each channel (WhatsApp and email are two separate permissions).

## Related articles

- [Import your contacts and their permission for offers](https://wyp.chat/en/help/importer-contacts) The Contacts screen brings together all your contacts, whether they come from a conversation or a file.

**Learn more**

- [A shared inbox for WhatsApp and your other channels](https://wyp.chat/en/features/shared-inbox)
- [Teamwork on WhatsApp Business](https://wyp.chat/en/features/teamwork)

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Source: https://wyp.chat/en/help/doublons · Updated on 16 October 2026