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Is there a way to automate closing a previous conversation when it comes up that it's a duplicate?

  • 24 January 2022
  • 2 replies
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U

By adding message content filter: "This conversation is likely related to an existing email conversation:"

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Best answer by Eric Fitz 25 January 2022, 13:42

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Eric Fitz
Userlevel 1

Hey @user794​, while there is no way to automatically close a duplicate conversation, we do have a task bot that helps you to identify possible duplicates. If you don't have this configured already, you can find out how to do so in this guide.

 

We are also currently running a beta which would allow you to prevent your users from opening multiple conversations within the Messenger, but this would not apply to emails. If you're interested, let me know!

U

Yes we get those but then we have to click into about 5 tickets if the recipient starts a new conversation or cc's someone else into it. The ability to merge tickets is dire and already causing us to look elsewhere due to this ruining our reporting stats.

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