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.
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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