What you'll achieve
The chosen primary Conversation keeps the customer context while the duplicate becomes read-only.
Choose the primary Conversation
Merge only conversations that represent the same customer issue. Check the customer identity, channel and latest message before choosing the primary record because the merge cannot receive new messages on the duplicate afterward.
Tell the next teammate where the active work continues and verify that important attachments, notes and customer context are available on the primary Conversation.
Open the duplicate Conversation and choose Merge from its actions.
Select the Conversation that should remain the primary record, then confirm.
Continue work in the primary Conversation. The merged record remains available for audit but cannot receive new messages.