Closed Conversations

[Malcolm-M]

Quick question but I'm trying to find out if it would explain a discrepancy.

If you have an export that states there are 10 new conversations and you merged two prior to closing would the result be?

a) 9 new conversations and 9 closed

b) 10 new conversations and 9 closed

[JessicaW · Accepted solution]

Hey @Malcolm-M, when two conversations are merged only one continues to be treated as a conversation. This is propagated through to Analytics, so in your example after merging two conversations prior to closing, the result would be 9 new conversations and 9 closed.