Hey @user2161​! Oséas here from the Customer Support Specialist team 🕵️

By going to your Messenger settings, you can enable the option "Require search before starting a conversation" that will force users to search for an article before being able to start a conversation:However, if you have this option enabled along with "prevent multiple open inbound conversations" users/visitors should only be able to have one conversation open regardless of how many times they have opened an article in the Messenger. What the issue might be in this case is that you may not have these options enabled for both users and visitors in your Messenger settings, you can check it by toggling the following button👇

Hi @oseas​, thanks for responding here but unfortunately this doesn't work.

Even if we enable the "Require search before starting a conversation" option, users are still able to open multiple open conversations straight from the Help Center/Article by tapping "Send us a message" at the bottom of the screen. We do have "prevent multiple open inbound conversations" enabled.

My understanding is that we only need to enable the "prevent multiple open inbound conversations" option to stop users from opening a new conversation regardless of where they initiate it from.

Right now we only have this option enabled for Users only as we currently are not allowing visitors to start a new conversation with us.

That's strange 🧐

Your understanding is correct, the "prevent multiple open inbound conversations" should work in any scenario. There may be something wrong we are missing here. Could you please start a conversation with us through the Messenger so we can investigate this further? @user2161​