Specialists reopen the conversation you left off in

A specialist can hold many conversations, and you often move between them: you start a task in one, then go back to an older one to check on something else. Tapping that specialist in the sidebar or on the Specialists tab used to open its newest conversation every time, so you had to find your place again. Now it reopens the conversation you were last in, and the row's preview line shows that conversation's latest message, so you can see where a tap will take you.

How it works

• It follows you across devices. The conversation you have open is remembered on your account, so leaving one on your laptop and tapping the specialist in the iPhone app lands you in the same place.
• New replies still come first. If another conversation with that specialist has an unread reply or a question waiting for you, the tap opens that one, just as the row's badge says.
• Work in progress doesn't pull you away. A conversation that is still working no longer takes over the tap; you return to the one you were reading, and the working one shows in the specialist's conversation list.
• Only opening a conversation counts. Marking conversations read, one at a time or all at once, never changes where the specialist takes you back to.