If you'd like to prevent customers responding to conversations or tickets after they've been closed, you can enable reply prevention as a setting for your workspace. Conversations and tickets each have independent reply windows — so you can set different timeframes for each.

This can help you measure your support team’s performance by the number of conversations closed.

To set this up, go to Settings > Channels > Messenger > General > Control inbound volume. You'll find two separate sections — Conversations and Tickets — each with their own independent reply prevention toggles and day windows.

For each section, you can configure reply prevention separately for:

For each option you can define a delay (in days). After that time limit, a conversation or ticket can no longer be replied to by a customer.

If this is switched off:

If this is switched on:

Tickets often take longer to resolve than conversations — for example, a bug report that takes several days to fix. Previously, tickets and conversations shared the same reply window, which meant tickets could get locked before the issue was even resolved, forcing customers to start a new ticket and lose all prior context.

With independent windows, you can set a short reply window for conversations (e.g. 1 day for live chat) while giving tickets a longer window (e.g. 7–14 days) to match your resolution timelines.

The Tickets section in Settings > Channels > Messenger > General > Control inbound volume gives you dedicated controls for tickets, independent from conversations:

This means bug reports or complex issues that take several days to resolve won't get locked under the same short reply window as live chat conversations. Customers can continue the ticket thread without losing prior context.

Yes. If a teammate replies to the conversation at any point after it has been closed, it will reopen for the customer. This allows you to follow up with customers after issues have been resolved, or updates released etc.

With the "Prevent users/visitors replying to closed conversations/tickets" setting enabled, your customers will still be able to view their closed conversations/tickets in the Messenger, but won’t be able to reply directly. Instead, they’ll need to start a new conversation (if you have allowed this).

Email replies to closed conversations can be configured separately.

If your emails are configured to come from your teammate's individual email addresses and a customer replies directly to a teammate, the new conversation will be assigned to that teammate.

Workflows can also disable customer replies independently of global settings. If the Allow customers to type option is disabled in a workflow step, customers will be unable to reply — including to closed tickets — even if global reply prevention is switched off. If customers are unexpectedly unable to reply, check your active workflows and ensure the Allow customers to type option is enabled in any relevant steps.