We use Intercom in one of our apps to allow users to contact our Operations team. We currently have an issue where users open multiple conversations with the Operations team and the Operations team then need to try and follow multiple threads in order to resolve issues. This adds extra work for the operations team and delays the resolution of issues.
Is there a way of limiting the number of conversations a single user can have open at one time to one?
Hey @james k12! Daniel from Customer Support Engineering here 🔧
Go to your Messenger settings > Set your controls > Control your inbound conversation volume. There, you'll be able to prevent visitors from opening multiple conversations (note: you'll have to set this option for logged in Users separately!) 👇
Hope this helps 😁
I believe this only works for web based conversations. We are still getting multiple conversations coming through our mobile apps. 😞
Hi,
We recently enabled the feature to prevent multiple inbound conversations, but now users can't send new messages even when their conversations are closed. Is there a time limit for the button to reappear? How does ticket status affect this? Can't users start new conversations even if all their tickets are closed?
Note: Users can still reply to closed conversations within 3 days, but we want them to start new conversations if no other tickets are open.
Hi 
If you've enabled the feature to prevent multiple inbound conversations and users are unable to send new messages even when their conversations are closed, it's important to check the settings related to closed conversations. The feature that prevents users or visitors from replying to closed conversations has a configurable timeframe. If this is set, customers won't be able to continue a conversation after the set timeframe, and they'll see a note "Your conversation has ended" with a prompt to start a new conversation in the Messenger. However, if they reply to an email notification after the set timeframe, a new conversation will be created.
The "Prevent multiple inbound conversations" setting can be targeted to apply only to visitors or users who match certain data criteria. This setting impacts when the button to start a conversation is visible in the Messenger and the position of "Open conversation" in the "Continue the conversation" card in the Messenger.
Since you mentioned that users can still reply to closed conversations within 3 days, it's likely that the timeframe for preventing replies to closed conversations is set to 3 days. After this period, they should be able to start new conversations if no other tickets are open. If this is not happening as expected, you may need to review the settings to ensure they are configured correctly to match your intended workflow.
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