Sometimes it can be a bit difficult to keep up with the influx of chats coming from your users. In these cases, chats can then be disabled to prevent users from creating new chats.

Even after disabling chats, you may sometimes want to reach out to users, whether it's to discuss a bug, crash, or survey response. Luckily, you can disable chats while allowing your users to still be able to respond to existing chats. To do this, simply disable the chats and enable the replies.
When only the replies are enabled, your users will be able to see a history of their chats (if they have any) and reply to any of them. They will be unable to start new conversations

You can read over the chat workflow section in our Instabug Docs for more information. 

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