When we contacted Intercom support, we were informed that due to the current specification, the minimum value for “Create new conversations when customers reply to closed conversations” (Settings → Channels → Email → Email Settings) is 1.
This means that unless at least one day has passed since the conversation was closed, a customer’s email reply will not be created as a new conversation.
However, in our support operations and the level of service quality we aim to provide, our top priority is to immediately review and send an initial response to any customer inquiry.
With the current requirement of at least one day, unnecessary lead time is introduced, which negatively impacts both usability and customer satisfaction.
At the very least, we believe it should be possible to configure this setting in smaller units of time, such as 1 hour or half a day. Considering that we are paying a significant subscription fee, we would appreciate it if features were designed and implemented with a wider range of use cases in mind.
We kindly ask that you prioritize considering this improvement.