Why migrate a conversation manually
Even with the automatic “Open New Conversation After Inactivity” setting turned on, you may want to force a brand-new conversation right now, before the buffer elapses. Common reasons include:
The current thread has grown long and covers an unrelated, already-resolved topic.
You want to start a clean thread before sending a new proactive message or template, so follow-ups are cleanly scoped.
Your workflow treats each interaction as a separate ticket, and you want a deliberate handoff boundary.
Triggering a migration
Open the customer’s conversation in Intercom.
In the Octopods panel, click Open a new conversation.
A confirmation screen shows a “Migrating your conversation” message with a note to give it a minute for the new conversation to appear. Click Done to close the notice.
Within a minute or two, a fresh Intercom conversation appears on the same contact. The previous conversation stays in your history, closed and unchanged.
When the button is available
Open a new conversation only appears if conversation migration is enabled for your Octopods workspace. If you don’t see the button, contact Octopods support to have the feature turned on. The automatic buffer behavior in Opening New Conversations (Conversation Buffer) runs independently of the manual button and is configured in your Intercom settings.
If the migration fails
If Octopods cannot create the new conversation, the panel shows a “Failed to open new conversation” error explaining that Octopods could not migrate the conversation and asking you to contact support if the problem persists. Click Finish to close and try again. If the second attempt also fails, reach out to Octopods support with the affected contact’s Intercom ID.
What happens to the old conversation
The conversation you migrated from is marked closed in Intercom and stays in your conversation history. It is not deleted, edited, or moved. You can still reopen it in Intercom if you need to reference the earlier exchange.
The new conversation starts empty, attributed to the same contact. Any new inbound message from the customer on the same channel appends to the new conversation, not the old one.
Note: Manual migration and the automatic Open New Conversation After Inactivity buffer behavior are related but independent. The button appears once conversation migration is enabled for your workspace; the automatic behavior is controlled separately in Intercom settings.
What’s next