How to Enable Multiple Conversations in BoldDesk Live Chat
Enable Multiple Conversations to let customers start more than one chat at the same time without closing earlier conversations—while keeping the same identity across sessions. This helps when a customer wants to discuss separate topics in parallel (e.g., billing and technical help) or revisit a previous thread without losing context.
Steps to Enable Multiple Conversations in a Live Chat Widget
Use the steps below to turn on Multiple Conversations for a specific Live Chat widget. After you click Update, customers can start more than one chat without closing earlier threads.
Step 1 — Open the widget to edit (or create a new one)
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Go to Admin → Live Chat.
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In the Active tab, hover the widget you want to change, click the ⋮ menu, and choose Edit.
– Or click Add Widget to create a new one.
Step 2 — Enable Multiple Conversations
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In the left sidebar, select Conversation Settings.
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Open the Preference tab.
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Turn on Enable Multiple Conversations.
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Click Update to save.
What Customers See After Enabling Multiple Conversations in a Live Chat Widget (Preview)
When Enable Multiple Conversations is turned on, the customer‑side chat widget shows:
- A Conversations list with separate threads.
- A New Conversation button to start another chat.
- Each thread shows message snippets and time stamps (e.g., “Connecting to an agent…”, “Chat with a BoldDesk Agent”, “Image received”).
You can confirm this behavior in the Preview panel on the far right of the configuration screen (Customer Portal side of Live Chat).
Permission for Enabling Multiple Conversations in a Live Chat Widget
To enable multiple conversations in a Live Chat Widget, ensure that the Manage Settings permission is enabled.
Frequently Asked Questions (FAQs)
1) What is “Multiple Conversations” in BoldDesk Live Chat?
“Multiple Conversations” is a feature that lets a customer start more than one chat at the same time without closing earlier threads, while keeping the same customer identity across sessions. This is ideal when a customer needs to discuss separate topics (e.g., billing and technical help) in parallel or revisit a previous thread without losing context.
2) How do I enable “Multiple Conversations” for a specific Live Chat widget?
Go to Admin → Live Chat → (Edit the widget) → Conversation Settings → Preference → toggle Enable Multiple Conversations → Update.
3) What will customers see after I enable “Multiple Conversations”?
The widget shows a Conversations list with separate threads, a New Conversation button, and time‑stamped previews (e.g., “Connecting to an agent…”, “Chat with a BoldDesk Agent”, “Image received”).
4) Does enabling “Multiple Conversations” change existing chats, routing, or SLAs?
No. Existing chats remain intact and are not merged. Each new conversation is an independent thread; your assignment/routing, notifications, automations, and SLAs apply per conversation.
