Cross-Channel Identity

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 verified matches	Contacts that reached you from the same phone number or email address — as the channel itself reports it — merge automatically. A number or email a customer only typed or mentioned, and name-only matches, wait for your confirmation: anyone can type someone else's number.

How matching works#

• Same phone — the strongest signal. Waslo compares numbers intelligently, so +9715xxxxxxx and 05xxxxxxx still 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 merged contact in the Inbox and look at the contact panel beside the conversation — 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.