Onur Okutan

Hi Alan,

Thanks for following up on this request—we appreciate your patience.

The good news is that our teams are actively working on rich text enhancements for the messaging web widget and mobile SDKs, including better styling for links. While we can’t share specific timelines for feature releases, this update will be available very soon in an upcoming rollout.

To stay informed, you can check out our What’s New page in the Help Center or keep an eye on our changelog—we’ll be sure to provide an update there once this goes live.

Thanks again for reaching out!

Onur

Hi Emilie, thanks for reaching out. Yes, it is possible to customize conversation titles. Please see here for details, and let us know if you need any further support!

Regards,

Onur

Hi everyone,

Thank you for your feedback and patience on this feature request! We’re happy to inform you that the Multi-conversations feature is now available for all messaging customers.

With this feature, your end users can engage in multiple concurrent conversations with your support team. This means they can start a new conversation for a different issue—creating a separate ticket—while their existing tickets continue to be processed without interruption.

For more details on how to use Multiconversations, check out this article.

We’d love to hear your thoughts! Let us know if you have any questions or feedback.

Regards,
Onur

Hi Martin,

Thank you for sharing your feedback! I’d like to clarify the available options for managing conversation history in messaging:

1. Resetting Conversation History:
   It is possible to reset the conversation history for unauthenticated users. This allows your users to have session-based conversations. Every time they visit messaging, a new user ID and conversation will be created, with no prior history visible. (Note that this option is only available for unauthenticated users.)
   • For the web messaging widget, you can follow these steps to set this up.
   • For mobile SDKs, you can achieve this by calling the logoutUser method. (See here for details.)
2. Multi-Conversations Feature:
   If you prefer to let users start a new conversation for each issue so they can retain a separate history for their past interactions, the multi-conversations feature may suit your needs. With this feature:
   • Conversation history persists, making it easier for users to revisit past interactions when needed.
   • Users can create fresh conversations for new issues, enabling better organization and clarity.

We hope one of these options meets your needs. If not, please provide further details about the pain point you would like to address, and we’ll be happy to assist.

Looking forward to your response!

Regards,
Onur

Hey Romil, thanks very much for the feedback. We are happy to in form you that this capability is in our backlog. We are not able to share any delivery timelines at the moment, but once it is planned, we will be able to share more info here.

Regards,

Onur

Hi Henderson, thanks for your comment, and we are glad that you like the new feature. The ability to archive old conversations is in our backlog, however, we are not able to provide a timeline at the moment. Once we have it planned with a clear timeline, we will be happy to share more information here.

Thanks,

Onur

Hi Ahmed, thank you for reaching out. Yes, automated resolutions will be counted individually in each conversation.

Regards,

Onur

Hi Gintare,

Yes, the feature works with Ultimate or any 3rd party bot.

Regards,

Onur

Hi Viachaslau,
Thank you so much for taking the time to share your feedback! We’ve added these suggestions to our backlog, and we’re already planning to work on these points in our future improvements. While we can’t provide timelines at the moment, we’ll be actively enhancing the feature as we move forward.

Thanks again for your feedback!
Best regards,
Onur

Hi Jakub,

Archiving old conversations and closing them to new messages is not support at the moment, but it is one of the improvements in our backlog.

Thank you for your feedback!