When a customer replies back to your business, Octopods continues messaging in the same Intercom conversation, even when closed. By enabling this feature, when an admin in your workspace closes a conversation, Octopods will create a new one when the same customer replies back.
Closed Conversations
A closed conversation is still connected to Octopods, allowing you to continue or get in touch with your customer. However, once a new conversation is created, the old/closed conversation loses that connection and any further messages are not delivered. That means, always communicate with your customer in the latest created conversation and make sure the Octopods Inbox App is displaying the conversation details.
Important Notes
Avoid closing or opening the conversation mid-talking to your customers, as this will be prone to losing messages or creating duplicate conversations in Intercom.
A new customer reply will only open a new conversation if the existing conversation is stale. A stale conversation has no new messages for the last hour period.
A new conversation will now trigger the welcome message feature, allowing the business to send a new welcome message per new conversation.
Enabling The Feature
We are currently in beta testing this feature, please contact us to enable the feature for you. Once our team has done so, please continue the following steps:
Go to your Octopods settings -> https://octopods.io/settings
Scroll down and press on 'Configure account'
Scroll down again and press on 'Yes' for the 'Open a new conversation' setting
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