Currently, a direct message chat conversation is automatically created when a client is assigned to a provider. This feature allows org members to disable the automatic creation of this chat conversation between client and provider.
This feature was released in December 2024.
To disable the automatic creation of a chat conversation between a client and a provider, navigate to Gear icon > Organization > Members > Team Members > … > Edit Settings > Permissions and deselect the Create chat conversation automatically when assigned to a client option, located under the Chat section.
Demo:
We are considering a feature that would allow org members to disable the automatic creation of a chat conversation between client and provider.