We find that a number of chats come in during offline hours (good problem to have!) and the chats are converted into tickets. We then can reply to them via email but often find a number needing to be merged even though they are from the same chatter and just continuing their previous thought. This happens even if it is in a very short time period that the off-line chats were done -- matter of minutes different. Is there a way to auto-merge these? OR how do other companies handle with off-line chats?
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