With Octopods, customers can simultaneously communicate with you via various channels without a problem. They can initiate a WhatsApp conversation, send you a message on Telegram, send you an SMS, or start a new conversation using the Intercom Messenger without a problem.

However, there is one scenario where a conflict can occur. Imagine the following:

Jennifer is a customer of yours who's been having conversations with you over the Intercom Messenger. You have her information, including her phone number, saved in her user profile.

One day, she decides to send you a WhatsApp message. When she does, we detect that the phone number already exists in your Intercom contact list, and we assume they're the same person:

We then create a new conversation in Intercom that is mapped to that incoming WhatsApp chat, allowing you to communicate with Jennifer over WhatsApp, from your Intercom inbox.

So far, everything is working fine!

At some point, Jennifer might leave her WhatsApp app and open the Intercom Messenger once again. Now, she will see an additional conversation — the WhatsApp conversation she was having with you!

In this exact scenario, there's no way Octopods can hide this conversation from the Intercom Messenger.

The problem:

If, for some reason, Jennifer decides to use the Intercom Messenger to respond to the WhatsApp-mapped conversation, we will not be able to reflect that on her WhatsApp app. It's technically impossible. You will receive the message in Intercom just fine, but she will not see her own Intercom Messenger messages if she returns once again to WhatsApp. This can cause some confusion.

If, after that, she continues the conversation on WhatsApp once again, the conversation will proceed without an issue.

Note:

This is an extremely rare scenario. However, please be aware of it in case it happens with any of your users.

It does not affect other conversations, such as new or independent Messenger conversations.

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