Follow-up conversations

Follow-up conversations are created only for archived conversations. It can help you continue discussions, originally held in archived conversations, since these conversations are permanently closed.

A follow-up conversation will be created in the following cases:

• When a customer replies to an archived conversations, this will automatically create follow-up conversations.
• Users can manually create follow-up conversations from archived conversations.

The archived conversation links to the follow-up one, so you can view all your history in one place.