Merging of visitors

When merging visitors, two visitors are merged into one, preserving all data and history of actions. The visitor who remains after this process is called the main visitor. The visitor that disappears (is inserted into the main visitor) is called a secondary visitor.

Merging can be done in the following cases:

Automatically in real time, when the visitor is allowed on the website. In this case, the guest (who was there before authorization) is merged with the authorized visitor. The primary visitor is considered authorized, while the guest is considered secondary. The history that the guest had before authorization is added to that of the authorized visitor.
Automatically once a day (at the time of writing) when visitors with the same email address are identified. The primary visitor is the one who was last on the site (according to the last_visited_at attribute); the older visitor is the secondary visitor.

Description of the merging process

The history of events and visits of the secondary visitor is transferred to the main visitor, adding to the history according to the chronology (mixing of events/visits may occur).

The secondary visitor's characteristics are transferred to the main visitor, supplementing them but not replacing them:

If the secondary field is filled in and the primary field is not filled in, the value is transferred from the secondary to the primary visitor.
If the secondary field is filled in and the primary field is also filled in, the value of the primary field is retained.
If the secondary field is not filled in and the primary field is filled in, the value of the primary field is kept.

The conversation history in the secondary visitor's chat is transferred to the main chat, where the conversation history is completed in chronological order (mixing of messages may occur).

The history of the secondary visitor's interaction with widgets is transferred to the main visitor and supplements its history.
The service unit associated with orders, the opening event and the secondary visitor's lead is transferred to the main visitor.
The secondary visitor is removed.