Conversation Lock options
Have you ever had a customer reply to an ancient conversation? Conversation Lock prevents new updates to old conversations. This keeps old conversations from surfacing to the top of the queue again.
How it Works
You can define a set number of days that a conversation should remain open for updates. Any new updates to the historical conversation after the number of days set will create a brand new conversation, instead of adding the new customer update to the old conversation. To disable the conversation lock, set the number to 0.
This will only kick in on conversations that have a Closed status. It will not work on conversations that are set to Pending.
Administrators can set the Conversation Lock value from your Company settings.
Use Case Scenario
- Customer starts a conversation on January 1st.
- User replies and closes the conversation on January 2nd.
- Customer replies to the same conversation on March 1st.
With the Conversation Lock value set to 30 days, the customer reply on March 1st would create a brand new conversation in Help Scout. Without the Conversation Lock, the customer reply would have updated the original conversation from January 1st, causing that conversation to appear as Active again in the queue.
A small notification will appear at the bottom of the thread to indicate that a new conversation has started, and will also link back to the older one.
We have a conversation that's locked but it's within the time range we've set. What gives?
We also lock conversations after you've hit more than 100 threads to ensure you don't experience performance problems with a super long conversation. Any new replies from your customer to that thread will create new conversations after that 100 thread limit has been reached. You'll want to continue the conversation on that new thread instead after that point.