Splitting Contacts
Undo a merge - all of it, part of it, or just one channel
A merge is reversible. Wexio keeps a record of every merge, so you can put contacts back the way they were.
There are three ways to unpick one, depending on how much you want to undo.
Like merging, splitting requires a Pro or Enterprise plan and the Owner, Admin or Editor role.
Undo the Whole Merge
From the contact's merge history, choose Undo the merge. Wexio first checks what can be restored, then shows you the count before you confirm.
| Action | Effect |
|---|---|
| Undo the whole merge | Every contact that was folded in becomes its own row again. |
| Restore the selected | Only the contacts you pick are restored; the rest stay merged. |
Each restored contact takes its own conversations with it.
Not every merge stays reversible. If the dialog says the merge cannot be undone any more, later changes have made a clean restore impossible. The merge stands, and you would need to correct the contacts by hand.
Sometimes a restore is partial - some contacts come back now and the rest are left for later. Wexio tells you when that happens, with the count of each.
Take One Channel Back Out
You do not have to undo a whole merge to fix one wrong identity. From the contact profile, on the channel you want to remove, choose Take this channel back out.
- It becomes its own contact again.
- Its conversations go with it.
- The field values it holds stay its own - they always were.
This is the right tool when a single channel was matched to the wrong person.
Split the Contact Apart
Split this contact apart turns every channel back into a separate contact at once, each with its own conversations. Use it when a merge was wrong from the start.
The Primary Channel
A merged contact has one primary channel identity. Changing it does not split anything - it only changes which identity the contact leads with. Set it from the channel's menu on the contact profile.
What External Systems See
A split emits contact.split with { restored, from }, where from is the winner the contacts are being pulled out of.
The field names are not symmetric with contact.merged, where from means the losers. If you handle both events, read the field names rather than reusing one handler.
A split does not undo the message history that arrived while the contacts were merged - it separates the identities, not the past.
Related
- Merging contacts
- Erasing a contact - permanent deletion, which a split is not
contact.splitwebhook