Updating WhatsApp Associated Contacts

Dear Support Team,

I trust this message finds you well. I am reaching out regarding a situation with one of our valued customers and an integration challenge we have encountered within Zoho Desk.

Initially, this customer was already present in our system when we decided to integrate Desk with WhatsApp, aiming to streamline communication. Regrettably, following this integration, an issue emerged. When the customer reached out to us via WhatsApp, the integration led to the creation of a new contact record, despite their existing presence in our system. My immediate response was to merge these records, anticipating a resolution to the matter. To my dismay, this proved to be a temporary fix.

In subsequent instances, the customer continued to interact with us via WhatsApp, and Zoho Desk exhibited perplexing behavior. It either generated another distinct contact record or managed to restore the previously merged record, a situation I find both perplexing and frustrating.

At this juncture, my primary concern is to rectify this situation by aligning the integrated record with the correct existing record. Could you kindly guide me through the steps or provide insight into how this can be effectively achieved?

Your expertise in resolving this matter would be greatly appreciated. Thank you for your attention and assistance in advance.

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