Connector Improvement: Help scout Merged Conversations
Answered
currently if a conversation is merged in he help scout , five tran still keep the original conversation id and this can stay active when a new id have been produced and closed.
In help scout the original conversation id will be removed and no longer visible.
when reporting using the five tran data the figures do not match what is expected due to old merged conversations staying active.
this was from support
I have contacted our engineering team with your queries, and they have informed us that, unfortunately, we don't handle merges currently.
However, this seems like something we can support in future. We get a convo.merged webhook event on merges
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Official comment
Hi Matthew,
Thank you for reaching out with your feature request regarding merged conversations in Help Scout. At this time, this feature is not on our current roadmap. However, I encourage you to upvote this request on our feature request portal, as it helps us prioritise based on customer interest. We appreciate your feedback and will consider this for future updates.
Best,
Sanjeevv Maniram
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