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Inbox & follow-ups·Team5 min read

Merge duplicate Cases safely

Choose the surviving Case, review what moves, and verify a permanent Case consolidation without losing the audit trail.

In this guide

When one customer has two open Cases about the same piece of work, merge them so the team can continue from one complete record. A merge is a permanent consolidation, not a visual shortcut.

Know which Case stays

Open the Case you no longer want to work from and choose Merge Cases.

  • Current Case is the source. It closes after the merge and stays linked as an audit archive.
  • Destination Case is the Case you select. It remains open and becomes the team's working record.

Yesoma shows the Case number, subject, channel, opened date, status, and latest message preview for every eligible destination. Use the Case number and customer context—not the subject alone—to choose. Two Cases can legitimately have the same subject.

Complete the merge

  1. Open the duplicate Case that should close.
  2. Choose Merge Cases in the Case header.
  3. Review the highlighted Current Case · will close as merged record.
  4. Select the open Case that should remain.
  5. Review the consolidation notice, then choose Merge into selected Case.
  6. Wait for Cases consolidated. Review the verified counts and open the surviving Case.

Do not refresh, close the page, or submit the merge a second time while Consolidating Cases… is visible.

What moves

Yesoma performs the consolidation as one database transaction. It moves the source Case's messages, attachments, internal notes, follow-ups, activity records, quotes, and applicable AI and automation context to the destination. Read state is combined so teammate history is not lost.

Pending scheduled reminders on the source are cancelled to prevent duplicate outreach. Pending source approvals become terminal and remain in the source audit archive. Source-specific status history, satisfaction records, provider receipts, and support-access audit remain attached to that archive rather than being rewritten as if they occurred on the destination.

Settled WhatsApp delivery evidence remains linked to its exact inbound and outbound messages when those messages move into the destination. A saved WhatsApp reply that has not started sending is cancelled safely. If a WhatsApp send is still awaiting a definitive provider result, Yesoma leaves both Cases unchanged and asks you to wait for the delivery status to settle before trying the merge again.

The source Case then closes with a permanent link to the destination. The destination records that another Case was merged into it.

Every message brought into the destination carries a small Merged from YS-… audit label. Choose Merged from to see the original Case, original channel, original message timestamp, merge date, and teammate who completed the merge. The Case number is a link to the archived source Case. If the surviving Case is consolidated again later, Yesoma preserves each message's first source instead of replacing it with the intermediate Case. This provenance is visible only to workspace teammates and is never included in a customer reply.

Eligibility and access

The merge control is available to Managers, Admins, and Workspace Owners. Agents and Viewers cannot merge Cases.

A destination appears only when it:

  • belongs to the same workspace and exact Contact;
  • is a different Case from the one currently open;
  • is open, awaiting the customer, due for follow-up, or on hold; and
  • has not been deleted or already merged.

Workspace governance Cases cannot be merged through the customer Case workflow.

If Yesoma does not complete the merge

Yesoma keeps the confirmation dialog open and shows a safe explanation in the dialog. It does not expose database or provider-infrastructure details. No partial merge is committed.

  • Target Case is closed: reopen that Case first or choose another destination.
  • Case changed while merging: refresh the source and try once more. A quote delivery, automation, or scheduled reminder may have been finishing at the same time.
  • WhatsApp reply is still being resolved: do not resend the reply or repeatedly retry the merge. Wait for its delivery status to settle, refresh the Case, and try the merge once more. Both Cases remain unchanged while Yesoma protects the delivery history.
  • No Merge Cases control: confirm that both Cases belong to the same Contact, both are eligible, and your role is Manager or higher.
  • The Case you expected is missing: search by Case number and confirm it has not been closed, deleted, or merged already.

If the problem continues, send the source and intended destination Case numbers to support@getyesoma.com. Do not repeatedly retry an uncertain merge.

Common questions

Can I undo a merge? No self-service undo is available. The source remains audit-linked, but your team should verify the destination before confirming.

Does merging send anything to the customer? No. A merge is an internal workspace operation. It does not send an email, text, WhatsApp message, or notification to the customer.

Can I merge Cases from two different Contacts? No. Correct the Contact relationship first if the two records truly represent the same person, then review the Cases again.

Why are there verified counts after the merge? They are returned by the completed database transaction, so the operator can confirm how many messages, notes, follow-ups, attachments, and activity records moved and whether reminders were cancelled.

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