Locking threads (beta)

Lock a thread to permanently close it. Once locked, no one on your team can reply.

If a customer replies to a locked thread, we automatically create a new thread so the conversation can continue. This keeps resolved conversations tidy while ensuring customers can always reach you.

Lock a thread

You can lock a thread from three places:

Thread header
Open the overflow menu (three dots) in the top-right corner and select Lock thread.

Thread list
Right-click a thread and select Lock thread.

Command palette
Open the command palette and search for “Lock thread”.

When you select Lock thread, you’ll see a confirmation message:

If you lock this thread, it can’t be unlocked. Any new messages from the customer will start a new thread instead.

Select Lock thread to confirm.

What happens when you lock a thread

Once locked:

Status changes to Done
The thread is automatically marked as Done. You can’t change its status.
Replies are disabled
The reply composer is replaced with “This thread has been locked,” and you can’t send new messages.
The lock is permanent
You can’t unlock a thread.

When a customer replies to a locked thread

If a customer replies to a locked thread — for example, by responding to an email — we create a new thread automatically.

Both threads stay connected:

The original thread shows a Continued in link to the new thread.
The new thread shows a Continued from link to the original.

This works across all channels, including email, Slack, Discord, and chat.

If the new thread is also locked and the customer replies again, we create another successor thread from the most recently locked thread.

Automate thread locking with workflows

You can lock threads automatically using workflow rules.

For example, you might lock a thread after it has been in the Done status for a set period of time.

Available workflow options:

Condition: “Thread is locked” — Check whether a thread is already locked.
Action: “Lock thread” — Lock a thread when your conditions are met.

Permissions and behavior

You need the thread:lock permission to lock a thread.
Locking is idempotent. Locking an already locked thread has no effect.