## What's in this article?

There are three ways to merge cases in the platform. The method you choose depends on the context of the merge:

- **Inbox > Cases List** — best for merging cases across multiple customers
- **Inbox > Case > Case History** — best for merging cases belonging to a single customer
- **Location Screen > Cases Tab** — best for merging cases belonging to a single customer when that customer has fewer than 6 cases

When cases are merged, you select a primary case that retains all case details. Communications from the other cases are merged into this primary case, and the non-primary cases are deleted after the merge. A log entry is added to the activity timeline on the primary case indicating that cases were merged into it.

## Method 1: From the Cases List

1. Navigate to **Inbox** and select a case view.
2. Click **Expand View**.
3. Select more than one case using the bulk select checkboxes on the left side of the cases table.
4. Select **Bulk Actions > Merge Cases** in the top right.
5. Select the primary case to merge into. This is the case that will retain all case details; communications from the other cases will be merged into it.
6. Click **Next** and then **Merge**.

## Method 2: From Case History on a Case

If the location has fewer than five cases, use Method 3 below instead.

1. Navigate to **Inbox**, open a case, then go to **Customer Details** and scroll down to the **Cases** block.
2. Select **View All**.
3. In the Cases drawer, click the **Select** button.
4. Select the cases you want to merge.
5. Click the **Merge Cases** button at the bottom.
6. Confirm the primary case.
7. Select **Next** and then **Merge**.

## Method 3: From the Cases Tab on a Location

1. Navigate to **Customers** and open the relevant location.
2. In the **Cases** tab in the middle panel, click the **Select** button.
3. Select the cases you want to merge.
4. Click the **Merge Cases** button at the bottom.
5. Confirm the primary case.
6. Select **Next** and the **Merge**.