Target Audience: Channels using the "Follow-up Email" feature
We’d like to inform you about an upcoming change to how email replies from follow-up notifications are handled.
◼︎Effective Date
Thursday, July 3, 2025
◼︎What's Changing
Before July 3, 2025:When a customer replied to a follow-up email, the response appeared in the existing Channel Talk chat thread.
After July 3, 2025:Replies to follow-up emails will now be received as a new email user chat, rather than appearing in the existing chat thread.
◼︎Why We're Making This Change
Separating follow-up email replies into new user chats improves the efficiency of chat management and provides clearer conversation history for support agents.
◼︎ Additional Information
Even before this update, replies to follow-up emails from already closed chats were being received as new email user chats.
With this change, the same handling will now apply to follow-up replies from ongoing chat conversations as well, ensuring all follow-up email replies are handled in newly created user chats.
If you have any questions about this update, feel free to contact us via Channel Talk.
Thank you!