How to Prevent Chats from Reopening Automatically on Customer Reply
In BoldDesk, closed chat conversations can automatically reopen when a customer replies. This default behavior helps keep conversations continuous, but some teams prefer strict closure rules, especially when chats are workflow‑driven or require manual reopening by agents.
BoldDesk allows you to control reopening behavior at two levels:
- Live Chat widget settings
- Chat status configuration in Chat Fields
By adjusting both settings, you can prevent reopened conversations entirely, ensuring customers always start a new chat after closure.
Disable Conversation Reopen in the Live Chat Widget
The widget controls how the customer interacts with closed conversations displayed in their browser.
Steps
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Go to Admin Center.
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Select Chat → Live Chat.
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Open the widget you want to configure.
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Go to the Preference tab.
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Under Conversation Settings, disable ‘Enable Conversation Reopen’.
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Click Update to save.
Result
When a chat reaches the Closed status:
- The customer cannot continue the same conversation.
- The widget displays only the option to Start New Conversation.
Disable Auto‑Reopen in Chat Status Configuration
The Chat Status field determines whether replies from customers should change the status from Closed to Open.
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Go to Admin Center.
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Navigate to Chat → Fields → Chat Fields.
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Edit the Status field.
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Select the Closed status.
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Disable the option:
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“On end user reply, chat status will automatically change to open”
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Click Update to save.
You can manage the automatic reopening of chat conversations for all custom and default chat statuses except the Open.
Combined Effect of Both Settings
To fully prevent chat reopening:
| Setting Area | Configuration |
|---|---|
| Live Chat Widget | Disable Enable Conversation Reopen |
| Chat Status: Closed | Disable auto‑reopen on end‑user reply |
Using both ensures conversations remain closed regardless of customer replies or browser behavior.
FAQs
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Will customers receive messages if an agent reopens an old conversation after they started a new one?
No. Once the customer starts a new conversation (or clears the session cookie), the old thread is not linked to their widget, so messages to the reopened thread won’t appear. -
Is there a global switch to block replies to closed chats across all widgets?
No. There is no global toggle. Update each Live Chat widget and confirm the Closed status behavior in Chat Fields. -
Will disabling replies to Closed chats affect transcripts or reporting?
No. Existing chat transcripts and historical reports remain available. This setting only prevents end‑user replies to conversations in the Closed status and stops status changes triggered by such replies.
