---
title: "Link two records as one person"
description: "Declare that two contact records are one customer, so staff read one shared history — and undo it when the call was wrong, because a person made it."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/lien-he/lien-ket-ho-so"
---

A customer who writes from Facebook and then from Zalo has two records, and no
data says they are one human. This page shows how to say it yourself, and how to
take it back.

## Goal [#goal]

Once linked, every operator who opens this person's conversation sees the
history of both records, with the name and email of each one alongside it.

## Before you begin [#before-you-begin]

* An account that may write in conversations. An administrator always may; for
  the other roles, see [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).
* One conversation from that person you can open under **Conversations**. The
  linking block sits in the conversation's information panel, not on the
  **Contacts** page.
* Evidence of your own: something the customer said, a matching phone number, a
  shared order. The system does not check this for you.

## Steps [#steps]

1. Open **Conversations** and open a conversation from that person. The right-hand
   panel opens on the **Contact** tab.
2. In the **Contact Info** card, scroll to the **Linked records** block. The block
   is always drawn, even when nothing is linked yet.
3. Press **Link a record**. A search box opens, with a **Might be the same person**
   list underneath it.
4. Read the badge at the end of each suggestion: **same phone**, **same email** or
   **same name**. It says why the system named that record, and a shared phone
   number is the strongest of the three.
5. When no suggestion fits, type into **Search by name, email or phone…**. Accents
   are ignored, so `nguyen van a` finds a record named "Nguyễn Văn A".

   ![The contact information panel with the Linked records block open over a search box, and one result row carrying the name and email of the demo customer record](https://helpdesk-docs.svr1.feedapp.click/images/docs/lien-he/lien-ket-ho-so/05-tim-ho-so-de-lien-ket.en.webp)

   *The search box opens directly under Link a record, inside the right-hand panel.*
6. Click the row for the right person. That record appears in the **Linked
   records** block, with the name of the channel it arrived on.
7. Got it wrong? Press the **×** at the end of the row and confirm in the **Not
   the same person?** dialog. The confirm button reads **Unlink**.

> **A group, not a set of pairs:** Link A to B, then B to C, and A sees C as well: all three sit in one group.
> Unlinking follows the same shape — take B out from A's panel and B leaves the
> whole group, while A and C stay linked to each other.

## Verify [#verify]

The **Linked records** block shows the record you linked, with a count beside
the label. Open the **Other conversations** block below it: it lists the other
record's conversations too, each row carrying the name and email of the record
it belongs to.

Hover or press the **History** control beside the block label. The top entry
carries your name, the name of the record you linked and when it happened.
Unlinking is written to the same place.

> **What a wrong link breaks:** One customer's history shows up in another customer's information panel, and a
> colleague answers from what they read there. Customers see nothing extra: the
> chat window and the customer portal use their own query, which does not follow
> links. If in doubt, unlink first and ask afterwards.

## Troubleshooting [#troubleshooting]

| Symptom                                         | Cause                                                                          | What to do                                                                                                |
| ----------------------------------------------- | ------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------- |
| No **Link a record** control                    | The account may not write in conversations                                     | Ask an administrator to grant it, see [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen) |
| The suggestion list is empty                    | Facebook and Zalo hand over neither a real email nor a real phone number       | Type the customer's name into the search box                                                              |
| The record you linked vanishes from suggestions | An already-linked record is excluded from the candidate list                   | Working as designed; find it in **Linked records**                                                        |
| Two other records stay attached after an unlink | Unlinking removes one record from the group and leaves the rest of it standing | Unlink the remaining records one at a time                                                                |

## Next steps [#next-steps]

* [Merge two duplicate contacts](/en/lien-he/gop-lien-he)
* [Start a conversation from a contact](/en/lien-he/mo-hoi-thoai-tu-lien-he)
* [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen)