I like what Monzo’s trying to do here. But it seems like there’s room for improving the UX, I did find the popup slightly annoying while using Intercom, during my 1st query since it’s been implemented.
Don’t back it until you’ve tried it 
To be fair I sent messages (so I had to clear the popup) on 6 separate occasions, whereas we now know that the average issue’s resolved within 2-3 (1.3m chats divided by 450k conversations - last message is often sent to acknowledge resolution). If I only had to clear it a few times it would be less annoying - but still a long way from delightful.
I can’t make the feedback any more constructive than that though 
as Hugo’s said that triggering the popup when the user goes to open new conversation isn’t an option. So I’m just adding my vote - hopefully the team can find a different way to make this work - if enough users raise this..Unfortunately the problem is more disappointing when on the face of it, there’s an easy / smart solution, even if in reality it’s not an option.