Zenvia Conversion merges leads with duplicate information, for this, the current criteria for merging is established for cases in which the phone number and email for a new client match those of a previous client (the client's name is not taken into account).
You can also define define how long a duplicate client will be merged and sent to the same agent. Once the merging period is over, a new client will be created and may be assigned to a new agent.
The default value is 90 days, but you can request that this setting be modified from our Support Team.