Why this setting matters
By default, HubSpot creates a brand-new conversation thread if a customer messages you again after their previous conversation has been closed for more than 24 hours. That protects agents from picking up old threads, but it also splits a single customer’s history across multiple threads.
Turn on Open Closed Conversation Thread and Octopods reopens the existing thread whenever a closed conversation gets a new message, keeping everything in one place.
Where the setting lives
The setting is available per channel on HubSpot workspaces.
Sign in to Octopods and open your HubSpot workspace.
Open the channel you want to configure.
Scroll to the Open Closed Conversation Thread section.
Turn reopening on
In the Open Closed Conversation Thread section, select the Yes radio (labeled “Automatically reopen closed conversations”).
Click Update HubSpot Open Conversation to save.
From then on, when a customer messages you on that channel and their most recent conversation is closed, Octopods reopens the existing thread and appends the new message instead of starting a fresh one.
Turn reopening off
In the Open Closed Conversation Thread section, select the No radio (labeled “Let HubSpot create new conversation threads”).
Click Update HubSpot Open Conversation to save.
When reopening is off, HubSpot’s default behavior takes over and a new thread is created whenever a closed conversation has been dormant for more than 24 hours.
How the 24-hour window works
HubSpot’s own rule is:
If the conversation was closed within the last 24 hours, HubSpot reopens it automatically even without the Octopods setting. Any new inbound message lands on the existing thread.
If the conversation has been closed for more than 24 hours, HubSpot creates a new thread by default.
The Octopods Open Closed Conversation Thread setting covers that second case — once a conversation has been closed for more than 24 hours, Octopods steps in and reopens the existing thread so you don’t end up with a new one.
Note: The 24-hour window is set by HubSpot; it is not configurable in Octopods.
When to leave it off
Some teams prefer a fresh thread for each new conversation because:
They close conversations after resolution and want a clean slate next time.
Their routing rules depend on conversation creation events that only fire on brand-new threads.
Their reporting relies on counting conversations rather than messages.
If any of those apply, keep the setting off so HubSpot’s default behavior applies.
What’s next