Encourage your customers to open new conversations after issues are resolved.
Written By Markus from Featurebase
Last updated 8 days ago
By default, users can reply to closed conversations in Featurebase. However, you can disable this option to stop follow-up messages after closing a conversation.
To control who can start conversations via Messenger:
From the top menu, select ‘General’
Under Inbound Volume, select either Visitors or Users
Toggle on the ‘Prevent Replying to Closed Conversations’
Click ‘Save Changes’ from the top right
This allows you to give teammates credit where it’s due. With this setting turned off, customers can keep reopening the same conversations, which would only count as 1 conversation towards the teammate's volume KPI.