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How to keep chat history but start new messages start fresh

  • 11 March 2024
  • 3 replies
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ArranLeith
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Currently trying to work out if there’s a way to keep the chat history but prevent tags and rules being applied from older messages.

 

For example - If a customer emails in about an order being lost in the post. It would be tagged Merch and go to their inbox. The issue gets resolved, customer happy.

 

Then 6 months later, the same customer has an issue with payment however the rules and tags are reading those previous messages and directing it into merch and payments. Is there a way that after say 2 months. Any new messages follow the rules without going back over old messages but still be able to see the chat history if you scroll through previous messages?

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Best answer by annika_hanlon 14 March 2024, 12:56

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annika_hanlon

Hello Arran,

 

Thank you for contacting Front Support! Annika here to help 🙂

 

A way you could go about this is by setting up a rule to remove the Tags after a certain period of time so when new messages come in the old rules should not trigger. An example of this rule is as below;

 

 

This rule will trigger 480 hours (20 days) after the archive event if the oldest message in the conversation is also 480 hours old. You can change these settings to what is most suitable to your workflow. 

You would also need to include dynamic variable to target the tags, such as the examples given here;

 

 

You can also filter the dynamic variable to only remove certain Tags or to not remove specific Tags.

 

Do you feel like this type of workflow you required? If not, please provide more context and we can look further into alternative workflows that are more suitable. 

 

Thank you

Annika 

Customer Service Representative 

Front

ArranLeith
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Thanks Annika we’ll give this a go! It seems more in the right direction that we’re needing

 

When the tags are removed and a customer messages back in say a year later. Will it trigger the all rules again and go through previous messages and reapply the tags back on or is there a way to only apply the rules to new responses? Would we need to adjust the current rules or add something to only trigger on any new inbound messages with returning customers

 

I know there’s an option for inbound new message but doesn’t that mean new as in customer has never spoken to us before

annika_hanlon

Hello Arran,

 

Thanks so much for your reply!

 

If you enable this rule, the tags will be removed and shouldn’t re-apply on the old conversation. If the trigger is set to new inbound message, the new rules should kick in here and work through the new messages.

 

If this doesn’t appear to be the case, please do come back to us and we can look in to additional workflows for you

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