Conversations
Merge and deduplicate threads
Combine duplicate conversations to avoid split context and duplicate effort.
Samdesk execution pattern
Use this checklist for consistent case execution:
- Define owner and expected outcome before taking action.
- Work in fixed sequence: triage -> action -> validation -> follow-up.
- Log key decisions briefly so handoffs and escalations stay clean.
Duplicate signals
- Same customer and same issue across channels.
- Repeat follow-ups in short timeframe.
Steps
- Keep the thread with strongest context as primary.
- Merge duplicate threads.
- Verify status/labels remain correct.
- Confirm consolidated follow-up with customer.
