Does merging threads bring the child thread's history into the parent?
No. When you merge two threads, the child thread's existing history is not copied into the parent thread's timeline. Only messages sent to the child thread after the merge appear in the parent. To read the earlier messages, notes and events, open the child thread directly.
What merging does
- New messages to the child thread appear in the parent's timeline as grouped "New activity in merged thread" entries.
- A reply composer appears inline on the parent thread, so you can respond to the child thread's customer without navigating away.
- The child thread is set to Ignored and shows a "Thread is merged" card with a link back to the parent.
- Both threads show the merge relationship in their thread links panel.
How to read the child thread's earlier history
- Open the parent thread and find the child thread in the thread links panel on the right-hand side. It is marked with a merge icon.
- Click the link to open the child thread and read its full timeline.
You can also open the child thread from search or your thread list using its reference number, such as T-XXXX.
If you need everything in one view, keep both threads open side by side, or copy the relevant context into an internal note on the parent thread. There is no setting to backfill history after a merge.