Hi there,

There doesn't seem to be any way for the AI Agent to ‘start with an answer’ if the user has already had a previous chat.

We do not want to activate the multi-conversation feature at this time, but would like the bot to return to the start, after a conversation has ended and the ticket is closed.

Currently, the user sees the previous conversation (which we want) but they are no longer presented the initial options, causing them to just type a question and not see the starting options.

I feel that, if we set the AI Agent to ‘start with an answer’, and the user has already raised a ticket, when the ticket status becomes closed, the bot should start with an answer all over again, so they get the initial greeting and beginning options again.

Note: proactive messages does this, but we are finding this is driving an increase in volume. We don't want to prompt the user to click on the widget, but want them to have the first message, if they click on it unprompted.

It would also be nice if there was a time limit after which it resets, if the user clicked through some options but did not request to speak to an agent.

Thanks,

Steven.