Can customers open a separate conversation with an ongoing conversation in the Web Widget?

Question

How can customers start a new conversation when they have an ongoing one?

Answer

When an existing conversation is ongoing, end users cannot create a new ticket from the Web Widget. If the customer has an ongoing conversation, any of their messages will add additional comments to the ongoing ticket.

However, you can use any of the below workarounds:

1. Create a macro with Add tags | closenow as the Action. Then, create a trigger to auto-close tickets that show the closenow tag. As a result, agents will simply need to apply the macro to auto-close tickets.
2. Use the Zendesk bot Fallback flow to make it seem like the bot flow restarts. This option shows the same options as the initial greeting.
3. Use the Forget History setting of the Web Widget to allow end users to create new tickets from different browser tabs.
4. If you have a team of developers, use the Conversation List in Sunshine Conversations. You can develop a button to create a new separate ticket without closing the current ticket.

Note: This article is for messaging. It does not apply to the Web Widget (Classic).