Is there a way to disable the "Send us a message" option in our Help Center? | Community
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Is there a way to disable the "Send us a message" option in our Help Center?

  • August 25, 2022
  • 3 replies
  • 416 views
U

Hi there! Does anyone know if there is a way to disable the "Send us a message" option located at the bottom of a help center (picture attached) for mobile? It doesn't show up right away when users open the Help Center initially but after reading/opening an article and going back, it shows up. We want to disable this because this is bypassing the prevent multiple open inbound conversations option and letting users create new conversations despite them already having open conversations with our team.

Best answer by Oseas

Hey @user2161​! Oséas here from the Customer Support Specialist team 🕵️

 

By going to your Messenger settings, you can enable the option "Require search before starting a conversation" that will force users to search for an article before being able to start a conversation:Markup on 2022-08-29 at 14:38:04However, if you have this option enabled along with "prevent multiple open inbound conversations" users/visitors should only be able to have one conversation open regardless of how many times they have opened an article in the Messenger. What the issue might be in this case is that you may not have these options enabled for both users and visitors in your Messenger settings, you can check it by toggling the following button👇Markup on 2022-08-29 at 15:00:49

3 replies

Oseas
Employee
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  • OseasEmployee
  • Employee
  • Answer
  • August 29, 2022

Hey @user2161​! Oséas here from the Customer Support Specialist team 🕵️

 

By going to your Messenger settings, you can enable the option "Require search before starting a conversation" that will force users to search for an article before being able to start a conversation:Markup on 2022-08-29 at 14:38:04However, if you have this option enabled along with "prevent multiple open inbound conversations" users/visitors should only be able to have one conversation open regardless of how many times they have opened an article in the Messenger. What the issue might be in this case is that you may not have these options enabled for both users and visitors in your Messenger settings, you can check it by toggling the following button👇Markup on 2022-08-29 at 15:00:49

Oséas Filho, Customer Support Engineer @ Intercom
U
  • User2161
  • Author
  • New Participant
  • August 30, 2022

Hi @oseas​, thanks for responding here but unfortunately this doesn't work.

 

Even if we enable the "Require search before starting a conversation" option, users are still able to open multiple open conversations straight from the Help Center/Article by tapping "Send us a message" at the bottom of the screen. We do have "prevent multiple open inbound conversations" enabled.

 

My understanding is that we only need to enable the "prevent multiple open inbound conversations" option to stop users from opening a new conversation regardless of where they initiate it from.

 

Right now we only have this option enabled for Users only as we currently are not allowing visitors to start a new conversation with us.

Oseas
Employee
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  • OseasEmployee
  • Employee
  • September 2, 2022

That's strange 🧐

 

Your understanding is correct, the "prevent multiple open inbound conversations" should work in any scenario. There may be something wrong we are missing here. Could you please start a conversation with us through the Messenger so we can investigate this further? @user2161​ 

Oséas Filho, Customer Support Engineer @ Intercom
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