How to Work Through a Case and Apply an Operation

Untangling a case is four screens, and on three of them nothing changes yet. First you look at two cards and decide what to do with them, then you see the exact list of what will move, and only after confirmation does the operation run. This guide walks you through the wizard so that by the time you click Apply you have no doubts left.

When You Need It

The case list has an Open entry and operators are complaining about foreign history in a card.
You are checking a card after a client reported being asked about someone else's order.
You are clearing tails after a data import — dialogs left behind on an old card.

What You Should Know

Source — the card data leaves. In the wizard it is labelled Taken from · source.
Owner — the card data moves to, labelled Moves to · owner. For a split, the owner can be a new card.
Whole card — the counters for contacts, dialogs, and channels across the entire card, not the size of this case.
Operation — one of four actions: Split off contact(s), Move contact to owner, Merge cards, Move dialogs to owner. Which ones are available depends on the problem class.
Wizard steps — Overview, What moves, Field conflicts (merge only), and Result.

For how the three classes differ and why each gets its own operation, see Why do client cards get mixed up?.

Before You Start

You are signed in as root — for now card untangling is available to root only.
You have opened a case from the list — see How to find mixed-up client cards.
You know which of the two cards should remain the client's main one.

Step-by-Step Instructions

1. Step "Overview": check the cards

Two cards sit at the top with an arrow between them: source on the left, owner on the right. Under each you can see the counters for the whole card — contacts, dialogs, channels.

The problem class, the channel, and the bot of the case are shown there too. Confirm this is the pair of cards you meant to work with.

2. Choose the operation

In the What do we do with this case? block, pick the action. For the Foreign contact class one option is marked Recommended — that is the contact transfer; start there.

If you choose Merge cards, a warning about the weight of the merge appears: it pulls in the whole source card — all its contacts, dialogs, and channels. That is appropriate only if this really is one person. If it is not, go back to the transfer.

3. Choose the scope

Depending on the operation, the wizard asks you to specify what exactly moves:

Select contacts to split off — for a split and for a contact transfer. Use the Search contact field if there are many contacts.
Select dialogs to move — for a dialog transfer. Select all and Select none speed up the choice, and next to them you can see how many of the available items are selected.

A merge needs no scope — the whole card moves.

At the bottom of the screen sits the hint Nothing changes yet — preview first. Click Next: what moves.

4. Step "What moves": review the preview

Here you get exact numbers: how many contacts, dialogs, messages, channels, and tags will move. Below is the Dialogs that will move table.

Check the warnings:

yellow ones are advisory and do not block the operation (for example, some moved dialogs are active — participants will keep chatting without interruption);
red ones are blocking. While they are present, the bottom of the screen reads Applying is blocked — check the warnings above and the wizard will not let you continue.

If you are unsure this is the same person, click Read the conversation — the Conversation preview window opens with the real messages. Two minutes of reading is cheaper than an irreversible mistake.

5. Step "Field conflicts" (merge only)

If the cards hold different values for the same field — email, phone, username, name — a table appears with the Surviving card and Donor card columns. For each row, choose the value to keep.

If there are no conflicts, you will see No field conflicts. Empty fields on the surviving card are still filled from the donor.

Click Next: confirmation.

6. Confirm the operation

The Confirm the operation window brings it all together: Operation, Source, Target, Moves, and Warnings. The last line says it plainly: The operation is irreversible. If the emptied source card is going to be deleted, that is stated separately.

If the card has no bot link, the wizard additionally asks you to tick a confirmation that this is the same client — without it the button stays disabled.

Click Apply.

7. Step "Result": check the actual numbers

A green panel Operation completed appears with the operation number and the actual figures — actual, not the ones from the preview. If the data changed while the operation ran, the wizard says so honestly with a divergence message and a list of differences.

Below, the How it looks now block shows the same pair of cards after the operation: a deleted source card is marked Source card · deleted, and the owner card is labelled Owner card · now with the gain on each counter.

What Happens After

The data has moved, the case is now Resolved, and the operation is written to the Operations journal with your name and the time. A service note has appeared in the feed of every affected dialog — operators will see that the conversation changed cards.

Historical statistics are not rewritten: closed dialogs stay with the card they belonged to at the moment of closing.

How to Verify Everything Worked

Click Open client card in the How it looks now block and confirm the expected contacts and channels are there.
Go Back to case list and check that the case is now Resolved.
Open the Operations journal and find your entry.

What to Do If the Operation Will Not Go Through

"The operation exceeds the allowed limit" — the case is too large for a single action. For Split off contact(s), Move contact to owner and Move dialogs to owner, work through it in portions: select fewer contacts or dialogs at a time. For Merge cards the volume cannot be narrowed — the entire card moves — so contact your administrator.
"Merging cards of different bots is forbidden" — such cards cannot be brought together. Use a transfer within one bot instead.
"The case has already been resolved or is stale after a new scan" — go back to the list and run Scan again; the entries may have changed.
"An operation on these cards is already running" — wait a few seconds and retry.
"Data changed concurrently" — refresh the page and start the case again.