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Answered

Can we disable users from creating duplicate convos in a time frame?


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!

Best answer by Anonymous

Hey everyone, the setting to prevent multiple inbound messenger conversations is now available for all customers to use.

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72 replies

  • Connector
  • 7 replies
  • September 14, 2021

Intercom just released a BETA in the messenger settings, preventing customers sending more than one inbound message.

 

 

 

Messenger-Settings-Morgenlevering-no-Intercom (4)


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 14, 2021

Excellet shout @user772​! @user767​, let me see if I can get you added to this beta.


  • Author
  • Connector
  • 5 replies
  • September 14, 2021

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!


  • New Participant
  • 4 replies
  • September 20, 2021

Hey there! The beta looks awesome. How can I go about being added to it please? 😄


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 20, 2021

Hey @user784​, let me look into this for you 👍


Kevin Bendixen
Top Expert ✨
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@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?


  • New Participant
  • 4 replies
  • September 22, 2021

Thanks @eric f11​ - any update?


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 22, 2021

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.


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 22, 2021

@kevin b​ your workspace has been added to this beta now!


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 22, 2021

Hey @user784​, your workspace has now been added to the beta.


  • New Participant
  • 4 replies
  • September 22, 2021

Thanks so much @eric f11​!


  • New Participant
  • 4 replies
  • September 22, 2021

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 😁


Kevin Bendixen
Top Expert ✨
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From 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.


  • Connector
  • 7 replies
  • September 23, 2021

🙈 Ops! Thats certainly not good


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 23, 2021

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?


  • 0 replies
  • September 23, 2021

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:

  1. 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.
  2. 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.

  • Active User
  • 11 replies
  • October 13, 2021

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!


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • October 15, 2021

Hey @user140​, let me follow up internally and I'll come back to you once this is resolved!


User511
  • New Participant
  • 3 replies
  • November 4, 2021

Hey @eric f11​ can we be added to this beta please?


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • November 5, 2021

Hey @user511​, let me follow up internally with the team and I'll come back to you!


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • November 5, 2021

Hey @user140​, I asked your sales owner to get you added to this beta, was this enabled for you?


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • November 5, 2021

Both of your workspaces have been added!


  • Active User
  • 11 replies
  • November 22, 2021

@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 :)


Aleksei O
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  • Active User
  • 31 replies
  • November 25, 2021

Hi there! Would it be possible to enrol our workspace into the Beta as well? ☺️


  • New Participant
  • 2 replies
  • November 27, 2021

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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