Multiple active conversations per customer

Your customers often have more than one question at a time. Now, they can manage them all without waiting for one issue to resolve first. With multi-conversation support in the AI agent messenger, your customers can start and maintain multiple ongoing conversations simultaneously.
 

Why this matters

Previously, customers had to either wait until a conversation was closed before starting a new one, or pile multiple unrelated questions into a single thread making it harder to track, report, and resolve issues efficiently. With multiple active conversations, your support experience becomes:

• More flexible: End users can open new conversations for new topics without interrupting existing threads.
• More productive: Support teams can handle questions in parallel, so longer-running issues don’t block faster resolutions.
• More accurate: Cleaner separation of topics improves conversation history and reporting accuracy.

The business impact

The multiple active conversations per end user feature delivers measurable improvements across customer experience, team efficiency, and reporting accuracy:

• Happier customers: Customers get answers to multiple questions without waiting, driving higher CSAT and NPS.
• Faster support: Agents can resolve issues in parallel, reducing response and resolution times.
• Cleaner reporting: Each issue is tracked separately, improving data accuracy and insights.