Reopen closed chat conversation instead of creating new

[NAthanaa]

When someone chats with us, it opens an a conversation in the inbox. If the person asked a question, then once the question is answered we mark the conversation as closed so that it moves out of the inbox. Often, the customer will reply later with a follow up. However, this creates a new conversation in the inbox. If the conversation is not closed it remains in the same thread.

We have facebook chat flow set up so facebook chats create new conversations. After answering a question we close the conversation. The customer may reply later, however this creates a new conversation. Since this is a facebook chat the customer is responding in context, often following up or continuing the conversation - creating a new conversation on our end means we see it out of context and if is very confusing.

Since these are chats the customer will always assume we can see the history and it never makes sense to start a new thread - chats are one thread.

If we leave the conversation open then new replies will remain in the same conversation thread. However, that creates a mess and we want to move the conversation out of the inbox once we have responded to the request. 

Is there any way to have the conversation remain in the same conversation thread, even if we close it? IE reopen the conversation if a new reply comes in?

Or is there any other way we can move a conversation out of the inbox when we are done without closing it? 

Thanks

[ADzapo]

This would be a wonderful feature to have, an absolute time saver. We tried merging the tickets, but the conversations are not fused together and it's hard to understand the bigger picture. Also, from the right hand side panel we can see all the conversations, not the ones associated to a particular ticket.

[kvonloesecke]

Hi @ADzapo,

Thanks for your feedback!

I would highly recommend you to please post this feedback at our ideas forum here. 

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Thank you,

Kristen

[ADzapo]

Thank you Kristen, I've submitted the request as suggested. Have a great day 🙂

[kvonloesecke]

Thank you, @ADzapo! You too 🙂 

I'll add your idea here so other community members can upvote it as well: https://community.hubspot.com/t5/HubSpot-Ideas/Allow-customers-to-reopen-closed-conversations/idi-p/... 

[GrantCarlile]

Hi @NAthanaa, this is Grant,

Short answer: no, there is no way to move a conversation without closing it right now - the conversations, right now, come back in as a new conversation as you've indicated.

I'd love for you to be able to move the conversation to another folder, to tell you that when that conversation comes back up - it'll be threaded from what has been said before, or that the conversation in the inbox is contact-based so you can see all conversations with that person inside the inbox. Right now, I can't say these things. Here are a few suggestions in the meantime.

Click into contact

By clicking into the contact who sent the message, users can see all of the conversations with that contact. Interacting there is the most focused contact-based experience within HubSpot.

Other conversations

Also, on the right sidebar, at the bottom, there's a section labeled "Other Conversations". There users can find additional conversations on that contact's record.

 

Automate stages of tickets based on chat

Also, you can automate the stages of tickets based on chat; you can customize the automation triggers to meet such criteria as Source: Chat (note at bottom of page).

Source: Chat

Additional checks:

On the chatbot you can send to specific people and alternatives; again, as you've said, it'll be a new conversation.

Even within the advanced serach area there is no "is:unread" capability.

 

Hope this helps!

Grant Carlile

Grant Carlile, RevOps Developer

RevPartners is an unmatched team of operators who design and execute revenue engines to supercharge your growth. 

[GrantCarlile]

@NAthanaa, what did you end up going with as your path forward?

[TiphaineCuisset]

Hi @NAthanaa 

Thank you for reaching out.

I want to tag some of our experts on this - @Phil_Vallender @GrantCarlile @StefaniUAT do you have some thought for @NAthanaa on this? 

Thank you!

Best

Tiphaine