Cross-Channel Identity
Recognize the same customer across WhatsApp, Telegram, email and more — and unify them into one profile.
The problem it solves
The same customer might message you on WhatsApp today and Telegram next week. Each channel uses a different identifier (phone number, chat ID, email address), so without help they'd become two separate contacts with two separate histories — and your AI would treat a returning customer like a stranger.
Cross-Channel Identity detects when two contacts are probably the same person — same phone number, same email, or same full name — and unifies them into one profile with one conversation history.
Three modes — you pick the level of automation
Open Settings → Organization → Cross-channel identity:
| Mode | Behavior |
|---|---|
| Off (default) | Nothing is detected. Best when several people share one phone or email — a family business, a shared office line. |
| Suggest matches | When a likely match appears, you get a card on the Leads page showing both contacts side by side. One click to merge, one click to dismiss. |
| Auto-merge exact matches | Contacts with the exact same phone or email merge automatically. Name-only matches still wait for your confirmation — a name is never enough to merge on its own. |
How matching works
- Same phone — the strongest signal. Waslo compares numbers intelligently, so
+9715xxxxxxxand05xxxxxxxstill match. - Same email — from the contact's details, or an email the AI confidently learned in conversation ("send the invoice to sara@…").
- Same name — the weakest signal, used only for full names (at least two words). It only ever produces a suggestion, never an automatic merge.
When you dismiss a suggestion with "Not the same person", that pair is remembered forever and never suggested again.
What merging does
- The newer contact merges into the older one — the older profile keeps the full history.
- All conversations from both contacts appear under one profile, each still on its original channel.
- Replies always go out on the channel the customer wrote from.
- The AI uses the unified history silently — it will never tell a customer "I saw you messaged us on Instagram." The knowledge shows in reply quality, not in announcements.
Undoing a merge
Merges are reversible. Open the contact in the chat panel — merged identities appear as a Linked identities row, each with an Unmerge button. Unmerging restores the contact as its own profile, and that pair won't auto-merge again.