Ticket statuses and threads

Once you've written to the team, your conversation lives on. This page explains how to find it again, how to read its status, how to add to it, and what the rules are.

If you haven't sent anything yet, start with Opening a support ticket.

Your reference code

Every conversation has a unique reference that starts with of_ followed by a string of letters and numbers. You'll see it:

• on the confirmation screen right after you send, labelled Ref;
• at the bottom of the conversation view in the widget;
• in the subject line of your acknowledgement email;
• inside every email the team sends you about it.

Quote it whenever you write to us about the same issue by another route.

The reference link is a key, not just a label

Emails about your conversation contain a link that opens it directly. Anyone who has that link can read the conversation and post to it, so don't forward those emails to people you don't trust.

Finding a conversation again

There are two routes, and they work in different situations:

Route	Works when	How
Your messages in the widget	You're in the same browser you wrote from	Open the Get help widget; your four most recent conversations are listed under Your messages.
The link in your email	Always, on any device	Open the View your conversation button in any acknowledgement or reply email. The conversation is added to that device's list and opens straight away.

The widget's list is stored in the browser, not in your account — see Using the Get help widget. A different device, a private window or clearing site data hides the list; the email link always brings it back.

The four statuses

Each conversation in Your messages carries a status chip:

Chip	What it means	How it got there
Awaiting reply	The ball is in our court — no reply yet.	You sent the newest message (a new ticket or a follow-up).
Answered by AI	OnFlow AI posted an instant answer. Open the conversation to read it.	The newest message came from OnFlow AI. A teammate still reviews the thread.
Replied · check email	A human replied. The full reply is in your email inbox.	The team answered, and you haven't opened the conversation since.
Closed	The conversation has been closed by the team.	Someone at Onflow Ads marked it resolved.

Two rules explain almost every status change you'll see:

• Your message always wins. If you send a follow-up after a reply, the chip flips back to Awaiting reply — the team knows it's their turn again.
• Closed overrides everything. A closed conversation shows Closed regardless of who wrote last.

Reading a conversation

Tap a conversation under Your messages (or open it from an email link). You'll see, top to bottom:

1. Back to help — returns to the help home screen.

2. The topic pill, if a subject was set when you opened the ticket.

3. A banner telling you the current state:

   Situation	Banner
   The team replied	"✉️ Our team has replied — check your email inbox."
   OnFlow AI answered	"🤖 OnFlow AI answered instantly below — a teammate follows up by email if anything's missing."
   Waiting, team online	"Awaiting reply — it will arrive in your email inbox."
   Waiting, team offline	"We're offline right now — we'll email you as soon as we're back online."
   Closed	"This conversation is closed. Need more help? Start a new message from the help home."

4. The message history, grouped by day with Today / Yesterday / date headings. It contains your messages (each stamped "You · time") and any OnFlow AI answers.

5. Add to this conversation — the follow-up box, unless the conversation is closed.

6. A footer line: "Replies arrive by email · Ref of_…".

Why can't I see the team's reply on the page?

By design. Onflow Ads support is email-first: human replies are delivered to your inbox in full, and the widget shows only that a reply exists. This is why you never have to sit and watch a chat window — and why the reply email is worth keeping.

Opening a conversation marks it as read and clears the unread badge on the chat button.

Sending a follow-up

1. Open the conversation.
2. Type into the box labelled Add to this conversation (placeholder: "Write a follow-up…").
3. Click Send follow-up. The button reads Sending… while it goes.
4. The conversation reloads with your message added and the status back at Awaiting reply.

Follow-ups have the same length cap as a new message — roughly four thousand characters — and are rate-limited per conversation.

Message you might see	What it means
Please type a message.	The box was empty, or your text was too long.
This conversation has reached its message limit. Please start a new one.	The thread hit its cap. See below.
Conversation not found.	The reference no longer matches a conversation. The widget removes the entry and returns you to the help home.
Too many attempts. Please wait a minute and try again.	Follow-ups are rate-limited. Wait a little and resend.
Couldn't send — please try again. / Network error — please try again.	The request didn't complete. Press Send follow-up again.

Follow up in the same thread, not a new one

Everything you've already told us is in that thread. A follow-up keeps the history together; a brand-new ticket makes the team reassemble it.

Closed conversations

When the team closes a conversation:

• The chip becomes Closed and the banner says so.
• The Add to this conversation box disappears — you can't post to it from the widget.
• The history stays readable, and the reference is still shown at the bottom.

If you need more help on the same subject, start a new message from the help home and mention the old reference. The team can see your history either way.

The message limit

A single conversation holds a generous number of messages — around two hundred in total, counting your messages, the team's and any AI answers. It exists purely to stop runaway threads.

If you reach it, sending a follow-up shows:

"This conversation has reached its message limit. Please start a new one."

Start a new conversation from the help home. Nothing is lost, and the team can still read the old thread.

The conversation view also shows the most recent few hundred messages rather than an unbounded history.

Edge cases

A conversation disappeared from Your messages when I opened it. The stored entry no longer matched a conversation on the server, so the widget tidied it away and took you back to the help home. Reopen it from an email link if you have one, or start a new message quoting the old reference.

My whole list is empty on a new device. Expected — the list lives in the browser. Open any email about the conversation and click View your conversation.

The chip says "Replied · check email" but my inbox is empty. Check spam or junk, then confirm the address you gave. The confirmation screen showed it partly masked, for example y•••@example.com. If it was wrong, start a new conversation from the correct address.

I opened the email link but the conversation didn't open. The link opens the conversation inside the help widget, so it only works on a page where the widget is available. Try the site's home page, or use the contact form.

Can someone else see my conversation? Only someone with the reference link. Nothing about your conversation is public, and it isn't listed anywhere on your account pages.

FAQ

Can I delete a conversation? Not from the widget. Clearing your browser data removes it from Your messages on that device, but the team's record stays — the same as an email you've sent.

Can I reopen a closed conversation? Not from the widget. Start a new message and quote the closed conversation's reference.

Do conversations expire? They aren't deleted on a timer. The practical limits are the message cap and the fact that the browser list only holds your most recent few.

Where do Boost order reports appear? They open a ticket with the team, but they don't appear under Your messages — see Reporting a problem with a Boost order.

Next: the one flow that behaves differently from everything above — Reporting a problem with a Boost order.