Normally, each contact has a single conversation that reopens every time they write — which means inquiries from months ago get mixed in with today's. With multi-conversation, when the contact writes again and their previous conversation is already closed, a new, separate conversation opens.
The problem it solves, with an example
Imagine a guest who wrote to you 3 times in the year, each time arriving from a different Meta ad:
Without multi-conversation (a single endless thread):
- Counts as just 1 lead, even though they visited 3 times.
- Only the first ad is recorded — the other two aren't attributed.
- It can only be marked as won once, even if they booked 3 times.
- It gets a single follow-up cycle, because there was never any separation between visits.
With multi-conversation:
- They're 3 conversations, each its own lead.
- Each visit is attributed to its source ad.
- Each visit can be won (or lost) separately, with its own funnel stage.
- Each visit has its own follow-up.
What changes for you
- For your team: each visit is a separate case, tidier — the assistant and agents start clean, without carrying over old context.
- For your metrics: acquisition, conversion, ad attribution, and follow-ups reflect the reality per visit.
- In Chats you'll see the same contact with several conversations: the current one and the previous closed ones (their history isn't lost).
- It also enables snoozing conversations and the Snoozed filter: hide them until a date and have them come back on their own.
How it looks in Chats
- Conversations section: inside the chat, in the right-hand panel (Contact tab), the Conversations section lists all of that contact's conversations — the one you're viewing is highlighted, and you reach the others (including the closed ones) with a click.
- New conversation button: when the contact has no open conversation, you can start a new one manually from their card, without waiting for them to write — useful for proactively kicking off a case. If one is already open, the system takes you to it (they're never duplicated).
When it's a good fit
It's ideal for businesses with recurring customers — hotels with guests who come back each season, inquiries spaced out by months — and for those who invest in advertising and want each visit attributed to its campaign.
How to turn it on
Multi-conversation is enabled for your whole account, and now you can manage it yourself, without going through support:
- Go to Settings → Platform settings.
- Turn on the Multi-conversation toggle (it's next to the other platform options, such as auto-assigning users or the mandatory form on close).
- The change is immediate: there's no separate save button. If something fails when saving, the toggle reverts to its previous state on its own so you can retry.
Turning it on also makes snoozing conversations and the Snoozed filter available. Turning it off returns to the classic behavior (the last closed conversation is reopened).
ℹ️ The toggle is shown enabled to the account owner and managers — agents can't change it, because it's a configuration decision, not a day-to-day one.
The operating rule is simple: when a message arrives with all of the contact's conversations closed, a new one is created instead of reopening the last one.
⚠️ Important: if the previous conversation is still open, the message goes there — open conversations aren't duplicated. That's why closing conversations when you finish each case is key to getting the most out of this feature.
Frequently asked questions
Do I lose the contact's old history?
No — previous conversations stay closed and viewable; they just stop getting mixed in with the new one.
Does the contact notice anything?
No, for the guest it's transparent: they keep writing to the same number as always.
What happens if we never close conversations?
New conversations are never created: the feature depends on the previous one being closed. That's a good reason to make closing part of your team's process.
What if I want to go back to single-conversation mode?
It can be turned off for your account — talk to your advisor.