To allow email replies to reopen closed conversations, go to Settings > Channels > Email > Advanced and toggle off "Create new conversations when customers reply to closed conversations".
If you'd prefer email replies to closed conversations to create a new conversation in the Inbox, toggle this setting on then set when this should happen e.g. after 5 days.
This setting is specifically for email replies and can be configured differently to how replies through the Messenger behave.
The timer starts at the last customer facing reply, not when the conversation is closed.
For example: A conversation with the user has a last reply on July 1, and the setting is set for 5 days. The conversation is closed on July 7, and the customer immediately replies - a new conversation will be opened as the last reply in the conversation was more than 5 days ago, despite the conversation having just been closed.
Whether the setting applies to a conversation or not is based on last user-visible activity in the conversation rather than the conversation start date.
For example: A conversation with the user starts on July 1st, but the settings wasn't toggled on until July 2nd.
If the last user-visible activity was after July 2nd, the 5-day limit applies based on that recent activity timestamp, not the conversation creation date.
If the last user-visible activity was before July 2nd, the system will calculate age from that older timestamp.
"User-visible activity" includes:
End-user replies
Teammate replies that are visible to users
Any conversation parts that users can see
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