This article applies to Fin workspaces connected to Freshchat (Fin Messenger). It explains how Fin limits customers to one open conversation at a time, what your customers see, and how to manage the setting.
How it works
When a customer opens a conversation in the Fin Messenger, they continue in that conversation rather than starting a second one. Everything they raise stays in one thread for Fin, and for whichever of your teammates picks it up.
Once the conversation is closed or resolved, the customer can start a new one straight away.
This keeps context together. A customer who asks a follow-up question mid-conversation gets an answer in the thread they're already in, rather than opening a parallel conversation that your teammates would have to reconcile.
What your customers see
While a conversation is open, the Fin Messenger doesn't show the option to start a new one. Customers are returned to their existing conversation instead. When the conversation is closed, the option to start a new conversation reappears.
After a handoff to your teammates
What happens after handoff depends on how the conversation is handed off:
Handoff to a ticket — the conversation is closed. Your customer can start a new conversation straight away.
Handoff to an agent — the conversation stays open while your agent is working it. Your customer can't start a new conversation until the agent closes it.
Which conversations this applies to
This applies to conversations started through the Fin Messenger. Conversations arriving on your other channels — email, WhatsApp, Instagram, and Facebook — are unaffected.
Prevent users from having multiple inbound conversations
Then you can toggle it on separately to:
Prevent users from having multiple inbound conversations
Prevent visitors from having multiple inbound conversations
Note:
It's enabled by default for new workspaces.
Any audience rules you've already configured are preserved.
This setting is automatically re-applied every time your Fin Messenger goes live, including when you resume a paused Messenger. If you turn it off, it will turn back on at the next reconnect.
FAQs
Can a customer have more than one conversation open at once?
Can a customer have more than one conversation open at once?
Not today. Each customer has one open conversation at a time. Support for multiple simultaneous conversations is on our roadmap.
Why can my customer start a new conversation after speaking to a teammate, but not before?
Why can my customer start a new conversation after speaking to a teammate, but not before?
Once a conversation is handed to your teammate, it's being worked in the inbox. A new message from that customer threads into that same conversation, so there's no risk of two parallel threads.
A customer says they can't start a new chat. Is something wrong?
A customer says they can't start a new chat. Is something wrong?
Check whether they already have a conversation open. If they do, this is expected — they can continue in that conversation and start a new one once it's closed.
Can I turn off "Prevent users from having multiple inbound conversations"?
Can I turn off "Prevent users from having multiple inbound conversations"?
Yes, you can toggle this off for users and visitors in Settings > Fin Messenger > General > Choose when a user can reply to a conversation. However, the setting is automatically re-applied every time your Fin Messenger goes live — including when you resume from paused. If you turn it off, it will turn back on at your next reconnect.
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