Target Audience: Channels using follow-up notification emails
Previously, when a customer replied to a follow-up notification email, a new email chat was created instead of continuing the existing one. This sometimes caused the conversation context to break or resulted in a different agent being assigned.
We’ve improved this behavior so that conversations can continue seamlessly in one place.
Friday, April 24, 2026
Before:When a customer replied to a follow-up email, a new chat was created—even if there was an ongoing conversation.
After:When a customer replies to a follow-up email, the message is added to the existing ongoing chat, allowing the conversation to continue seamlessly.
No additional setup is required. This change will be automatically applied to channels with follow-up email notifications enabled.
If a customer includes additional recipients when replying, responses from those recipients will be created as separate email chats.
If you have any questions about this update, please feel free to contact us through ChannelTalk.