By default, a user can reopen a previous Issue thread by responding ‘No’ to the resolution question sent upon Agent resolution. The resolution question is the ‘Did we answer all your questions?’ prompt that appears for in-app users when an Agent has resolved their Issue. If the user answers ‘No’, the past conversation is reopened instead of creating a new one.

Please note that device information will not update if your user continues a previous Issue thread by responding ‘No’ to the resolution question. To learn how to update device information/metadata for a user, see When does device info and other metadata get refreshed / updated?