Let visitors/users start a conversation
Choose if users and visitors can start a new conversation with your team in the Messenger.
Written By Markus from Featurebase
Last updated 3 months ago
You can control who can start a conversation with your team to tailor the level of support you offer. This lets you encourage some users or leads to search your Help Center, or take advantage of other self-serve options instead.
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 ‘Allow Starting Conversations’
Click ‘Save Changes’ from the top right
By default, both visitors and users can start conversations.
You can also prevent replies after you close a conversation to encourage users to open new conversations. This helps you better track actual ticket volume, among other things.