Users who don't get a response right away from us tend to simply start another conversation. While the task bot does flag that there's a dupe, we'd prefer to not allow users to start multiple conversations until they've received a reply to the first one. This would help declutter the inbox and save SO much team time!
Answered
Can we disable users from creating duplicate convos in a time frame?
Best answer by Anonymous
Hey everyone, the setting to prevent multiple inbound messenger conversations is now available for all customers to use.
Intercom just released a BETA in the messenger settings, preventing customers sending more than one inbound message.
+5- Employee
So excited about this! I do see though that theres a note that it doesn't work on the mobile SDK yet. We're only using Intercom with mobile - any estimate on when that will be available or if I need to be added to a different beta? This is a GAMECHANGER!
+5@eric f11 My team would be interested in this feature as well. How does this look from the user's view? Does it just hide the "start conversation" button?
+5- Employee
Hi @kevin b, that's exactly it. So long as a user's conversation remains open or snoozed, the Messenger will not show the "start conversation" card.
Hi @eric f11 - can I just check in what time period it would stop somebody from sending a new conversation? For example, would they be able to send a new message again after a certain time period has passed?
I don't want to stop our customers from ever sending us a new message ever again 😁
+5From what I understand, as long as there is an open or snoozed conversation, the user doesn't have the ability to open a new chat.
+5- Employee
Hey @user772 @user784, I'm going to tag in @jamie m12 Hill here, our PM behind his feature. Jamie, is it correct that expected behaviour here is that the "start a conversation" card will be hidden until the customer's existing conversation is closed?
That's correct. The start conversation button only re-appears as soon as a teammate has closed the conversation.
Here's how it works in the scenario where an end user comes back to send a message about a different topic but their original conversation is still open:
- Their open inbound conversation remains as the active conversation in the 'continue a conversation' card on the messenger home screen, this gives the end-user a highly visible and clear way to get in touch with a teammate again.
- If the second topic raised by the end-user in the original conversation needs to be tracked as a separate conversation internally for accountability and reporting purposes, the team can start a new outbound support conversation with the same user. Then the end-user will have two open conversations. The prevent duplicates setting only restricts the 'start conversation' button based on inbound conversations initiated by the user, a teammate can still start conversations on the user's behalf.
Wow - this brings me relief just thinking about it 😂 @eric f11 The Oliver Space team would love to test out this beta feature, if there's still an opportunity to try it!
+5- Employee
Hey @user140, let me follow up internally and I'll come back to you once this is resolved!
+5- Employee
Hey @user140, I asked your sales owner to get you added to this beta, was this enabled for you?
@eric f11 It was! Thank you so much for making that happen for us. We haven't officially tested with it yet, but will soon :)
+5Hi there! Would it be possible to enrol our workspace into the Beta as well? ☺️
Hello @eric f11
That's exactly what I was looking for 😃 , I dont know if this beta feature could be added to our workspace. 😁
Thank you for this generous group, you are awesome.
Kind regards,
Houria
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