We’d like to request a “Split Conversation” feature that allows agents to break an existing conversation into separate threads when multiple, unrelated issues are raised by the same client in a single interaction.
Use Case:
Clients often reach out with multiple requests that span different topics or departments—for example, one message might include a billing question, a maintenance request, and a technical issue. Currently, all of this lives in a single conversation, which makes it difficult to:
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Assign different parts of the request to the appropriate teams
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Track resolution times and ownership accurately
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Maintain clarity for both agents and clients within the thread
Proposed Functionality:
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Allow agents to select a message (or series of messages) and create a new conversation from that point forward
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Include the ability to optionally leave a reference link between the original and the new conversation
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Preserve original timestamps and metadata for auditing purposes
Why This Matters:
A “Split Conversation” feature would improve workflow efficiency, enable more accurate reporting by topic/team, and enhance the customer experience by ensuring that separate issues are handled cleanly and by the right people.
Thank you for considering this improvement to conversation management! Let us know if there are any current workarounds or plans for similar functionality.
