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Replying to closed email conversations
Replying to closed email conversations

Configure if email replies should reopen closed conversations.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over 2 months ago

To allow email replies to reopen closed conversations, go to Settings > Channels > Email > Advanced and toggle off "Create new conversations when customers reply to closed conversations".

If you'd prefer email replies to closed conversations to create a new conversation in your Help Desk, toggle this setting on then set when this should happen e.g. after 5 days.

This setting is specifically for email replies and can be configured differently to how replies through the Messenger behave.


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