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# How to Link Conversations From Different Channels to 1 Record to Have a single source of Truth and avoid duplicates

Create a single source of truth and avoid duplicates by linking all conversations to one record.

## Why Link Instead of Creating New Records?
In sales, you often talk to the same person across **multiple channels** — email, LinkedIn, WhatsApp, Telegram, and more. If you create a new record every time you see their name in a different channel, you end up with **duplicate records** and scattered information.
The better approach: **create the record once** (from the inbox or from the Records page), and then **link conversations** from other channels to that same record. This gives you:
* A **single source of truth** — all interactions in one place
* **No duplicates** — one clean record per contact
* **Full conversation history** — every channel visible on the record's timeline
* **Better context** — see the complete picture before reaching out
||| Avoid duplicates — Once you have created a record for a contact (from the inbox or anywhere else), always link new conversations to the existing record instead of creating a new one. Creating a new record every time leads to fragmented data and missed context.
## Before Linking — A Record with No Conversations
When you first create a record, the **Last Interaction** section on the record's overview page is empty — no conversations are linked yet.
A record with no linked conversations yet — the Last Interaction section is empty.
## How to Link a Conversation to an Existing Record
1. Go to your **Inbox** and open a conversation from any channel (Email, LinkedIn, WhatsApp, Telegram, etc.).
Open a conversation from any channel — here a WhatsApp conversation is selected.
2. Click the **Participant** button in the top-right corner to open the Participants panel.
![](https://storage.crisp.chat/users/helpdesk/website/-/c/f/1/8/cf18dcba819a5000/image_jkypl1.png)

The Participants panel shows each participant with a "Link to another record" option.
3. Click **Link to another record** next to the participant you want to link. A search panel will appear with a search field and options to create new records.
The link panel lets you search for existing records — or create new ones if needed.
4**. Search for the existing record** by typing the contact's name. Breakcold will show matching records from your CRM.
Type the contact's name to find the existing record — select it to link instead of creating a duplicate.
| Tip — Always search for the existing record first! If you see a match, click it to link. Only use "Create as Person/Company/Deal" if the contact genuinely does not exist in your CRM yet.
5
Click on the matching record. The conversation is now **linked** to the existing record. You will see a **"Record linked"** confirmation.
![](https://storage.crisp.chat/users/helpdesk/website/-/c/f/1/8/cf18dcba819a5000/image_13xb9xk.png)

Both participants are now linked to existing records — all conversations flow into a single record.
## Repeat for Every Channel
You can repeat this process for every conversation across every channel. Each time someone messages you on a different platform, simply open that conversation and link it to the existing record.
Link conversations from any channel — search for the existing record each time to avoid duplicates.
## The Result — All Channels in One Record
Once you have linked conversations from multiple channels, the record becomes your **single source of truth**. The **Last Interaction** section on the record's overview page now shows all linked conversations across every channel.
The record now shows all linked conversations from multiple channels — email, WhatsApp, LinkedIn, and more.
You can also click the **Conversation** tab on the record to see the full message history from all linked channels in one unified view.
![](https://storage.crisp.chat/users/helpdesk/website/-/c/f/1/8/cf18dcba819a5000/image_8n6994.png)

The Conversation tab shows all messages from every linked channel in a single unified timeline.
| Single source of truth — With all channels linked to one record, you can see every interaction with this contact in one place. No more switching between channels or wondering if you missed a message on another platform.
## Best Practices
* **Create the record once** — Whether from the inbox, the Records page, or via import, create each contact only once
* **Always search before creating** — When you see a new conversation, search for the existing record first instead of clicking "Create as Person"
* **Link every channel** — Whenever you interact with someone on a new channel, link that conversation to their existing record
* **Check the record's Last Interaction** — Use the record overview to verify all channels are linked and nothing is missing
* **Use the Conversation tab** — Review the full cross-channel history before reaching out to have full context
## Frequently Asked Questions
**Why should I link conversations instead of creating new records?**
Creating a new record for the same person on a different channel creates duplicates and fragments your data. Linking keeps everything in one place — a single source of truth.
**How do I link a conversation to an existing record?**
Open the conversation, click **Participant**, then click **Link to another record**. Search for the existing contact by name and select the matching record.
**Which channels can I link to a single record?**
All channels: Email, LinkedIn, WhatsApp, Telegram, and any other connected channel. There is no limit to how many conversations you can link to a single record.
**Where can I see all linked conversations?**
On the record's overview page, the **Last Interaction** section shows all linked conversations. The **Conversation** tab shows the full message history from every channel.
**What if I accidentally created a duplicate?**
Link the conversation to the correct record, then delete the duplicate. Going forward, always search for existing records before creating new ones.
**Can I link conversations from the record page as well?**
The easiest way is from the inbox — open the conversation, open the Participants panel, and link to the existing record. This is the most natural workflow since you are already looking at the conversation.