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Let qualification attributes merge email to an existing user

Helpdesk

Currently, when a visitor starts a conversation and later provides their email (for example, through a qualification field or follow-up question), a new customer record is created instead of merging it with the existing anonymous session.

It would be great if Featurebase automatically merged the visitor’s session with an existing user profile when the provided email matches an existing account.

This would prevent duplicates, keep the user’s history unified, and make it easier to track conversations, feedback, and activity under a single user.

Use case:

A visitor chats anonymously, then shares their email mid-conversation - this should link the chat to their existing user profile rather than creating a new one.

Post type
💡 New feature
What part of Help Desk?
Posted by Amr from Lunch Flow ·
Status: In Progress2 comments

This request was merged into another request

Comments2

  • Markus Palm changed status to In Progress
    Team•

    Oct 8, 2025

    Pinned

    Hey! Yeah we already have it in progress and are going to do it asap.

  • Amr from Lunch Flow

    •

    Oct 7, 2025

    In the meantime, I’ll be content with the ability to set a customer manually on conversations while this gets updated :) This is helpful in case they share something other than the email, or if they reach out from a different email address for example.