Answering across every channel only works if the agent knows it is the same person each time. One customer emails from work, WhatsApps from their mobile and fills in the widget with a personal address. Identity resolution stops that becoming three lead records with a third of the history each, without wrongly gluing two different people together.
Every inbound message has to answer "who is this?" before anything else can happen. Get it wrong in one direction and the agent replies without the context it already has. Get it wrong in the other and one customer sees another customer's history. Splice resolves confidently where the evidence is conclusive and asks a human where it isn't.
Each lead carries a set of normalised identity signals. Emails are lowercased, phone numbers reduced to digits, domains lowercased, so "Priya@Acme.com" and "priya@acme.com" are the same signal. A signal is marked verified the moment Splice sees the lead use it directly.
| Signal | Where it comes from |
|---|---|
| The sender address, or a form submission. | |
| Phone | The WhatsApp sender or caller ID. |
| Enrichment or manual entry. | |
| The DM sender's handle. | |
| Domain | Derived from the email address. |
| Name + domain | A composite, e.g. priya@acme.com becoming priya + acme.com - weak on its own, useful in combination. |
Merged leads resolve to their canonical record
The whole search is scoped to your workspace. Two workspaces can hold the same email address with no interaction whatsoever.
| Matching signal | Weight | Why |
|---|---|---|
| Email, phone or LinkedIn | Conclusive | Nobody else has your phone number. One of these ends the search immediately. |
| Name + domain | Moderate | Two people called Priya at the same small company is possible, so it's suggestive rather than proof. |
| Company domain | Weak | Sharing a corporate domain means colleagues, not the same person. |
| Free-mail domain | Almost nothing | Everybody has gmail.com. It's scored near zero deliberately. |
Weak signals combine rather than simply adding up, so two moderate signals together beat one on its own - but a pile of weak evidence can never reach the certainty of a single conclusive match. Fuzzy-only matches are capped below that ceiling by design.
Domain alone will never merge two people
Proposals live on the leads view. Reviewing them takes a couple of minutes a week and is the highest-value housekeeping in the product. An unreviewed duplicate splits conversation history in two, which means the agent answers the next message without half of what it already knows.
A wrong merge is recoverable. Because the origin of every moved identity and conversation was recorded, unmerging restores them to the record they came from rather than guessing.
There's a 30-day window
Merge is older than 30 days - unmerge window closed. After that, separating the records is a manual job. Review proposals promptly rather than approving in bulk and hoping.For where these conversations land once they resolve, see Inbox.