My team sent a lot of outbound messages to customers via the inbox that we want a customer to reply to.
Currently, as part of the macros we use, we set the conversation to closed when sending the message even though we want a response.
I am trying to understand what the impact of closing this conversation versus leaving it open/snoozed? Does it display differently to the customer at all?
Best answer by Larissa Alberti
Hey
Larissa here from Intercom Support.
At Intercom, we only close a conversation when we determine that it’s been resolved. Whenever you are waiting for a response from the customer, we’d recommend that you keep the conversation Snoozed.
When you close the conversation, the customer receives a message that the conversation is closed. If the conversation meets the criteria explained here, a conversation rating is also sent.
Also, depending on your Messenger settings, customers might not be able to reply to the conversation.
For more information on when to snooze a conversation, I’d recommend that you check this article.
Hope this helps!
+4Hey
Larissa here from Intercom Support.
At Intercom, we only close a conversation when we determine that it’s been resolved. Whenever you are waiting for a response from the customer, we’d recommend that you keep the conversation Snoozed.
When you close the conversation, the customer receives a message that the conversation is closed. If the conversation meets the criteria explained here, a conversation rating is also sent.
Also, depending on your Messenger settings, customers might not be able to reply to the conversation.
For more information on when to snooze a conversation, I’d recommend that you check this article.
Hope this helps!
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
