Currently in the Messenger feature, there is a function that allows us to “Prevent users from having multiple inbound conversations”. However, the conditional operators we can use for this are pretty limited. I would want to be able to set a threshold of exactly how many open conversations someone can have.
For example: sometimes, if a user is not getting the answer they want, they will just repeatedly open up new conversations until they talk to someone who can give them the answer or experience they desire. This is difficult because, based on how they get routed after talking to Fin or going through a workflow, they could end up with multiple different teams. Those individuals are all trying to solve a problem from a different angle.
It would be great if there was more nuance to allow us to catch this behavior. It’s maybe fine to have 1 or 2 distinct conversations, but if someone is veering on 3 or 4 conversations all opened up in a short time frame because they’re escalated, I would want a more native solution as to how to “catch” that this behavior is happening (as opposed to having our reps catch it, escalate, and we have to come up with a creative block situation).