Access All Tickets in Messenger (formerly "Proactive Messages")
Introduction
Company contacts can now access all their tickets or threads, including those created by email and phone, in Messenger. We recommend enabling this setting as disabling this setting limits Messenger contacts to access only their chat-created threads. When enabled, you can exclude boards or queues contacts have access to.
Benefits
- Unified Ticket View: Customer contacts can see all their tickets, whether created via email, phone, or chat, directly in Messenger.
- Improved Customer Experience: Keeping all tickets accessible in one place ensures that customers stay informed and engaged.
- Enhanced Control: Admins can selectively exclude specific boards or queues, customizing the ticket visibility according to business needs.
How to Enable "Proactive Messages"
- Log in to Thread Admin Panel.
- Go to Messenger → Settings.
- Enable "Access all tickets in Messenger (formerly "Proactive Messages")" by toggling the switch on. When enabled, you can exclude boards or queues contacts have access to. Disabling this setting limits Messenger contacts to access only their chat-created threads.
- Click on "Exclude these Boards" to select the boards you want to exclude from Proactive Messages. This ensures only relevant threads will be visible to the company contact.
- Click "Save" to apply the changes.
