By default, HubSpot creates a new conversation when a customer replies to a closed thread after 24 hours.
With the Open Closed Conversation Thread feature, Octopods will reopen the original conversation when customers reply, even after the 24-hour window. This keeps all communication in a single thread, making it easier to follow the full history and context of your customer interactions.
How to enable it?
Navigate to your HubSpot channel page in the Octopods dashboard
Scroll down to the Open Closed Conversation Thread feature card
Toggle the setting and click Yes to enable the feature
That's it! From now on, when customers reply to closed conversations, Octopods will reopen the original thread instead of creating a new one.
Things to keep in mind
This feature applies to all conversations on the connected HubSpot channel. You can disable it at any time by returning to the channel settings and toggling it off.
If you prefer HubSpot's default behavior for certain workflows, you can keep this feature disabled and use HubSpot's native conversation management.