Plan requirement
| Subscription | Any plan |
| Access | Admin |
Customers can be allowed more than one open conversation at a time. Useful for some businesses, confusing for others.
Turn it on
- Open the messaging settings in Admin Center.
- Allow multiple conversations for end users.
- Save and try it in the widget yourself.
What the customer sees
A list of their conversations rather than a single thread, with the option to start a new one. Each has its own history and its own agent.
When it fits
- Customers with several unrelated matters, such as a business customer with multiple orders.
- Long-running issues alongside quick questions, where mixing them in one thread is worse.
When it does not
Consumer support with short interactions. Most people have one question, and offering a list where there could be one thread adds a decision nobody wanted.
It also produces duplicates: a customer who cannot find their earlier conversation starts a new one about the same thing.
What it means for agents
Each conversation is its own ticket, so one customer can appear three times in the queue with three agents. Where the matters are genuinely separate that is right; where they are not, it is three people doing one job.
The context panel showing their other tickets is what stops that, so make sure agents use it.
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