When do message replies reopen closed conversations vs start new conversations?

Question

When a customer replies to a message in a closed conversation via email sometimes this reopens the closed conversation and other times a brand new conversation is opened. We would like for a customer reply to always reopen the existing conversation so that the message thread is maintained but are not sure what the logic behind whether a conversation is reopened or not is or how to control this? We have disabled the "Prevent replies to closed conversations" option and are also using "Use an Intercom email address" as the default sender address. Thanks.

Brent · Accepted Answer

Hiya,You can set the limit in the Messenger settings as per the pic below but it sounds like you've already done that. We also get some weird responses from email that seem to have their own logic and create a new message that sets out all the history of the prior messages but doesn't link to any previous messages. To this point I have put it down to the settings of whatever email client the customer is using and how they manage replies - some work perfectly and others do weird stuff that are really hard to read.I haven't really helped much here sorry, apart from letting you know it's not just you seeing this. Cheers,Brent

Greg M12 · Answer

Thanks for the reply Brent. Yes we have disabled that option in the settings. You could be right there with email client inconsistencies causing this, and thanks for confirming that others are seeing this too.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded