Channel Updates

[Notice] Change to How Messages Are Handled for Closed Email Chats

2025-04-11

  • Target: Channels using email-linked chat

We’d like to inform you of an upcoming change in how messages are handled for closed email-linked chats. Please note that this change does not apply to email-linked chat in In Progress or On Hold status.

  • Change Date: Thursday, April 24, 2025

  • Details of the Change

Before

After

  • Regardless of the chat status, customer replies via email are added to the existing chat

  • Managers could reopen closed email chat

  • When a customer replies to a closed chat via email, a new chat will be created

  • Managers will no longer be able to reopen closed email conversations

This change is being made to support future system architecture improvements and to ensure a more stable and consistent experience when handling conversations.

If you have any questions about this update, feel free to contact the Channel Team.