We have noticed in certain circumstances it would be good if the customer reply didn’t re-open a conversation or ticket such as when a customer thanks us for our help. Its nice to hear that the customer is happy but we don’t want the conversation to reopen. I know I can set it so conversations don’t reopen at all, but this then creates a new conversation which is worse that one reopening. Has anyone got any ideas on how best to resolve this?

Hi@berniceIf Iset this as you suggested above what happens when a customer sends a reply after 5 minutes. Does it create a new conversation?Hey@david meakin👋 We madea quick video on how this feature works, what some of its benefits are and what enabling it will look like for your customers.Let us know if you found it helpful and if you have any other tips you’d like us to cover!

Thanks (no pun intended) @Nathan Sudds@bernicegreat suggestions and I will take theseonboard.

How do I prevent a conversation/ticket re-opening when the reply is a thank you

How do I prevent a conversation/ticket re-opening when the reply is a thank you | Community

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