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Answered

Snoozed conversations reopen when adding a note

  • October 10, 2024
  • 2 replies
  • 31 views

Lucía
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Hi! I’ve been having trouble with our help desk because conversations automatically reopen when adding a note for a teammate. Is there a way we can leave notes for each other without reopening a conversation every time?

Thanks!

Best answer by mateusz.leszkiewicz

Hi @Lucía, It’s Mat from the Support Engineering Team 😀

When you add a note to a conversation in Intercom, it will not reopen a closed conversation.
To avoid reopening conversations, you should snooze them when you're waiting for a reply from a teammate.
This way, you can leave notes for each other without affecting the conversation's status.

This is the only workaround I can think of. To quickly snooze a conversation simply hit “z” after posting a note.

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2 replies

mateusz.leszkiewicz
Intercom Team
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Hi @Lucía, It’s Mat from the Support Engineering Team 😀

When you add a note to a conversation in Intercom, it will not reopen a closed conversation.
To avoid reopening conversations, you should snooze them when you're waiting for a reply from a teammate.
This way, you can leave notes for each other without affecting the conversation's status.

This is the only workaround I can think of. To quickly snooze a conversation simply hit “z” after posting a note.


Lucía
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  • Author
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  • 21 replies
  • October 14, 2024

Hi, Mat! Thank you for your reply. We’ll try that.

Have a great week!


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