🚧 Feature is in beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To get access, contact support@voyc.ai or your Voyc Account Executive.
What is Automatic Call Merging?
Automatic call merging groups multiple related calls into a single conversation thread when they belong to the same customer journey. This includes situations where a call is cut off and the customer or agent calls back to continue the conversation.
Instead of reviewing and scoring each call in isolation, you can assess agent performance in the context of the full customer journey, helping ensure agents are scored fairly while still seeing every interaction that led to the outcome.
This is especially useful for longer sales or service journeys that span multiple calls across days or weeks, or for reconnects caused by dropped calls or technical interruptions. You get cleaner data, less duplicate work and a clearer picture of what the customer actually experienced.
Why Call Merging Matters
Without merging, multi-call journeys can feel scattered. The full context isn’t always available, making trends harder to spot and increasing QA time spent assessing calls.
Call merging solves this by:
Keeping all related calls together
Reducing repeat scoring
Making it easier to understand escalation paths and outcomes
Helping managers focus on what actually moved the conversation forward
How Automatic Call Merging Works
❗ Important Notes before Proceeding
Permissions required: To set up call merging for your Channel, you need to be an Owner or Admin either at Organisation level or for that specific Channel.
Pre-requisites: If your calls do not have attributes you will not be able to merge calls.
Automatic Call Merging runs in the background as new calls are uploaded. Voyc checks each new call against your configuration to decide whether it should be added to an existing conversation or not.
Automatic merging happens per channel and only when all configured conditions are met.
A call is eligible to merge when:
Selected call attributes are present and their values match
Optional agent matching rules are met
The call falls within the configured lookback window
The merge configuration is active for that channel
📝 Note: A merged conversation can include up to 10 hours of total call time. Once this limit is reached, no additional calls will be merged into that conversation. This helps keep reviews accurate and manageable, and ensures QA teams can assess journeys fairly without introducing unnecessary complexity.
Setting Up Automatic Call Merging
This section walks you through how to configure automatic call merging for a channel, and what each setting actually does in practice.
Step 1: Go to the Merge Configuration Page
Select the Channel you want to configure for call merging
Open Configurations
Choose the Merge tab
Each channel has its own merge configuration, allowing you to tailor behaviour to different workflows.
Step 2: Configure Your Merge Criteria
This is where you define which calls should be considered part of the same customer journey.
Attribute selection
Select the call attributes that must match for calls to merge.
Common examples include customer number, account ID or deal reference.
Currently, all selected attribute values must match for a merge to occur.
For example, customer_id =1234 will match customer_id=1234 but not customer_id if it equals 789. This ensures merges are intentional and predictable.
💡 Tip: Choose attributes that remain consistent across follow-up calls, including reconnects after dropped calls.
Agent matching
Choose how agent involvement affects merging:
Same agent only
Calls will only merge if they are handled by the same agent.
Any agent
Calls can merge even if different agents are involved.
This is useful for teams where ownership transfers or escalations are common.
Source conversation
The source conversation determines which call acts as the anchor for the merged conversation.
First
Uses the earliest matching call as the anchor. The conversation timestamp, comments tags and attributes stay fixed, even as new calls are added.
Last
Uses the most recent call as the anchor. The conversation timestamp, tags, comments and attributes update each time a new call is merged.
💡 Tip: Last is usually the best choice for longer or evolving journeys, including reconnects after dropped calls.
Lookback window
The lookback window defines how far Voyc searches to find matching calls when a new call is uploaded.
You can configure this in days, hours and minutes, up to a maximum of 30 days.
Important behaviour to note:
The lookback window checks both backwards and forwards
This allows calls to merge correctly even if recordings upload out of order
The lookback window works together with the source conversation setting to control how long a merged conversation can continue to grow.
How Lookback Window and Source of the Conversation Work Together
When a merging an already merged call, these two settings are tightly linked. Think of them as a moving spotlight.
Source = First
The spotlight stays fixed on the first call
Voyc always looks back from the new call to that original anchor
Once the anchor is older than the lookback window, merging stops
This works well for short, predictable journeys.
Source = Last
The spotlight moves with each new merged call
Voyc always looks back from the most recently uploaded call
The conversation stays discoverable for longer
This is ideal for longer or evolving customer journeys.
💡 Why this matters: choosing First fixes the conversation in time, while Last allows it to grow as the journey continues. This single setting often determines whether longer journeys stay connected or split apart.
A simple example
Lookback window: 15 days
Calls happen on:
2 June
8 June
23 June
If Source = First
The call on 2 June is uploaded.
This becomes the initial conversation.
The call on 8 June is uploaded.
Voyc looks back 15 days, finds the 2 June call and merges it.
The merged conversation timestamp remains 2 June because the source is set to First.
The call on 23 June is uploaded.
Voyc looks back 15 days from 23 June.
The merged conversation is still anchored to 2 June, which is now outside the lookback window.
The call does not merge.
If Source = Last
The call on 2 June is uploaded.
This becomes the initial conversation.
The call on 8 June is uploaded.
Voyc looks back 15 days, finds the 2 June call and merges it.
The merged conversation timestamp updates to 8 June because the source is set to Last.
The call on 23 June is uploaded.
Voyc looks back 15 days from 23 June.
The merged conversation is anchored to 8 June, which is within the lookback window.
The call merges successfully and the anchor updates to 23 June.
💡 Tip: If in doubt, Last is usually the safest choice for real-world call flows.
Step 3: Configure What Data Should be Migrated
Choose whether information from individual calls should be copied into the merged conversation.
Tags
Copy tags to bring all applied tags into the merged conversation
Do not copy tags to keep tagging limited to the final call
Comments
Copy comments to preserve analyst notes across the journey
Do not copy comments to avoid duplication
These settings help you balance context with cleanliness, depending on how your QA team works.
Step 4: Save and Set as Active
Review your configuration to ensure it matches your workflow
Select Save Changes
Set the configuration as Active to enable automatic merging
Identifying and Accessing Merged Calls
Merged calls are clearly marked in the Conversation List, making them easy to find and review.
Look for the purple merge icon in your Conversation list
Conversations that include multiple merged calls are visually identified with a purple merge icon in the list.
In the merged conversation
Click the conversation to open the full details and playback. In the Audio Player you will see the points at which the call merged.
In the Transcript you will find separations where the one call ends and the other begins.
View all calls in the merged thread
Use the Merged Conversations panel on the right-hand side to see every individual call that makes up the customer journey. You can click on each call to view individually.
This view allows you to move seamlessly between calls while keeping the full journey in context.
The Gist
Automatic call merging helps you review complete customer journeys without extra QA effort. By configuring merge criteria, source of truth and lookback window correctly, you control how conversations grow over time. Set it once, and let Voyc do the stitching.