How to Prevent Chats from Reopening Automatically on Customer Reply

By default, when the end-user or customer responds to a closed chat conversation, the status of the chat is automatically changed to Open. To prevent this behavior, you need to customize your chat settings at both the chat widget level and the status configuration level.

Disable Responding to Closed Live Chat Conversations

1. Go to Admin > Chat > Live Chat.
2. Open the live chat widget where you want to apply this setting.
3. On the general tab, locate the “Allow users to respond to a closed conversation” option and turn it off.
4. Click Update to save the changes.

End users will only see the option to start a new chat once a conversation is closed.

Disable the Auto-Reopen Option in Status Configuration

1. Go to Admin > Chat > Fields > Chat Fields.
2. Locate the Status field and click the edit icon next to it to open the list of available statuses.
3. Open the Closed status configuration page.
4. Uncheck the On end user reply, chat status will automatically change to open check box
5. Click Update to save the changes.