Updated October 9, 2026
How do you keep one customer across website chat, Telegram, and email?
Store each channel identity on the same contact. A website chat, a Telegram message, and an email can then belong to one person. When the same person shows up as two contacts, merge them so the history stays in one place.
Why the same person becomes two contacts
Each channel identifies the customer differently. The website widget has a visitor, Telegram has its own account, and email has an address. Nothing in those networks tells you they are one human being.
Until you connect them, the team sees two histories and can miss a promise that was made on the other channel.
What to keep on the contact
Keep the name, the channel identities, custom fields, and hashtags on the contact. The conversations stay attached, including tasks and bookings that came out of a thread.
An edit to that record can stay on an audit trail, so the team can see who changed the contact.
How this works in Klientr
Each channel identity sits on the contact. There is one open conversation per contact and channel, so a new Telegram message joins the open Telegram thread instead of starting a second customer.
When you recognize a duplicate, merge the two contacts. The messages, tasks, and bookings remain on the contact you keep.