Changelog
NewInbox

Reopen a closed conversation

A closed conversation now has Reopen where Close was, so your team can pick it back up without waiting for the customer.

Where is my replacement kettle?Reopen
NFNoah FischerOct 29, 4:02 PMGot it, thanks for sending a new kettle!
Closed by Dana Reyes · Oct 29, 4:12 PMDReopened by Dana Reyes · Oct 30, 9:05 AM
DRDana ReyesOct 30, 9:06 AMQuick update, Noah: your new kettle ships Monday instead of today. The tracking link comes by email.
Closed by Dana Reyes · Oct 30, 9:07 AM
Only your team sees notes
Type / for saved replies
Enter for a new line · ⌘Enter to sendAdd note
A closed conversation with “Reopen”, and the note saying who reopened it.

Click Reopen at the top of a closed conversation. It comes back open with the teammate it had before, and the conversation notes who reopened it. It never goes back to Rin. Your AI agents can reopen conversations too.

Smaller fixes

  • An email that reached Rinhelp but didn’t become a conversation is now picked up again, so no customer’s message gets lost.
  • When searching your knowledge takes too long, Rin hands the conversation to your team right away instead of about two minutes late.
  • Website sources leave out any part of a page marked with the data-nosnippet attribute, so example chats and sample content on your site stay out of Rin’s answers.