Question: When I receive messages from a particular student, it's coming across from two different threads that a) look exactly the same or b) look totally different. Why is that?
Answer: These two students have the same phone number.
There are many scenarios where two students might have the same phone number but won't merge in our system. We merge on first name, last name, email, and/or phone number. If these students have the same exact first name, last name, email and phone number and still don't merge, that means that they have separate IDs and will persist as distinct students. If the students are two separate records in the fullmeasure_student.csv file you send us or if the student creates and account in the mobile app with a different email, then these will persist as separate records.
There are a few ways to fix this. As long as both unique students do not exist in the fullmeasure_student.csv file, you can create a ticket with zendesk and we can merge the records together. If you create a ticket to merge students together, please indicate which student you would like to persist: we need to have a winner for our merge logic to work properly. IF the students STILL exist in the fullmeasure_student.csv file, we won't be able to merge them on our side because they will repopulate from the file the next time the integration runs. In this scenario, you'll need to go back to your school administrator to see if you can merge the student on your side.