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Status Backlog
Categories Core Product Experience
Created by Guest
Created on Jul 2, 2026

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Reopen conversations closed by personal channel automation

Problem
When a personal channel’s close automation closes a conversation, it cannot be manually reopened — forcing teams to start an entirely new conversation and losing the original communication history.

Request
Allow conversations closed by personal channel automation to be manually reopened, and make close automation settings configurable at an admin level to prevent unintended closures.

  • ADMIN RESPONSE
    Jul 10, 2026

    Your idea is now live and open for voting.

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  • Guest
    Oct 28, 2026

    We hit this across most channels created in the last few months: new email channels default to 30 days, and nothing lets an admin change that default, so each channel has to be set to Never by hand. Support confirmed it’s per-channel only and isn’t exposed in the Channels API, so we can’t audit or fix it in bulk.

    The bigger issue is that teams are forced to choose between accurate analytics and being able to keep replying to a conversation. Two ways to fix it:

    1. Keep a second conversation in the background for analytics without blocking replies to the “closed” one.

    2. When someone replies to a closed conversation, automatically create a new linked conversation instead of locking the reply.

    An org-level default for the Close conversations setting would also stop new channels from inheriting the 30-day close.

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