# New Monzo help chat **URL:** \ **Category:** Monzo Chat\ **Created:** [18 October 2018 10:56 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726 "2018-10-18T10:56:15Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 10:56 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/1 "2018-10-18T10:56:15Z")
Hey people 👋 I was wondering if someone else’s Monzo chat looks a bit weird, compared to a few months ago. I remember it being separate for each conversation you’ve had, and honestly a better design to it. Now I can’t see my previous chats and the last 2 times I’ve messaged Monzo are in one big chat with some weird design, and every time I open it goes to the top of the conversation. 🤷‍♀️ ---
**Author:** ![hdwrng](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/hdwrng/32/32843_2.png) [@hdwrng](https://community.monzo.com/u/hdwrng)\ **Post date:** [18 October 2018 11:03 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/2 "2018-10-18T11:03:10Z")
They recently switched from a third-party chat system to one they’ve built themselves. It does look a bit weird, and they did it largely unannounced. 🤷‍♂️ ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 11:08 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/3 "2018-10-18T11:08:21Z")
Oh I see. 😬 I liked the other one better! But I do understand they want to use something they built themselves rather than using a third-party system. Hopefully they’ll improve this with time 🤞 ---
**Author:** ![jzw95](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/jzw95/32/5896_2.png) [@jzw95](https://community.monzo.com/u/jzw95)\ **Post date:** [18 October 2018 11:15 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/4 "2018-10-18T11:15:27Z")
I tried to start a discussion on it here: > [@New Monzo Chat](https://community.monzo.com/t/new-monzo-chat/48265): > > I seem to have been switched to the new Monzo Chat system, so I thought it might be good to start a thread where those who are on it can provide feedback. Firstly, I should say that I’m thrilled Monzo are building their own system; I’ve previously written about [my various irritations](https://community.monzo.com/t/improved-chat-support-system/3001/8) and problems with Intercom so this is intended to be constructive feedback, not in any way implying I think Monzo should stick with Intercom! Secondly, I have no idea what stage this new system is in, so if there … It would be useful to provide feedback to Monzo on the new chat, as I agree it needs a fair amount of work. ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 11:18 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/5 "2018-10-18T11:18:27Z")
I’ve tried to look for something regarding the chat here but I couldn’t find it, I guess I’m still fairly new here 😬 I’ll definitely take a look at it 👀 ---
**Author:** ![simonb](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/simonb/32/78198_2.png) [@simonb](https://community.monzo.com/u/simonb)\ **Post date:** [18 October 2018 13:00 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/6 "2018-10-18T13:00:00Z")
> [@hdwrng](#): > > they did it largely unannounced. Only a fraction of customers are on the new system right now so it can be accurately stress-tested before we roll it out to everyone. We’ll be talking more about it as we continue to roll it out, but we’re pleased with the progress! @dgores it would be interesting to know what you preferred about the previous design and interface? ---
**Author:** ![hdwrng](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/hdwrng/32/32843_2.png) [@hdwrng](https://community.monzo.com/u/hdwrng)\ **Post date:** [18 October 2018 13:08 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/7 "2018-10-18T13:08:24Z")
I’ve seen a few people on here being caught unaware by this, though. I know I was a bit baffled at first until I remembered someone on the forums mentioning a new chat system was being made. Maybe consider some sort of in-chat message for those that have been switched explaining why things look different, and why their archive has disappeared – along with a link for providing feedback for you. ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 13:14 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/8 "2018-10-18T13:14:45Z")
@simonb the previous chat system had a more ‘clean’ look to it, also every conversation was stored separately. More like a normal message system looks like nowadays (iMessage or Facebook messanger), it would give a more normal and familiar look to it. Also all the archived conversations disappeared 😔 ---
**Author:** ![anon77734705](https://avatars.discourse-cdn.com/v4/letter/a/7ba0ec/32.png) [@anon77734705](https://community.monzo.com/u/anon77734705)\ **Post date:** [18 October 2018 13:17 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/9 "2018-10-18T13:17:17Z")
You don’t start multiple chats with the same person though? 🤔 ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 13:26 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/10 "2018-10-18T13:26:42Z")
I never spoke with the same person more than once. Every time I would have an issue I would start a new conversation with a new person, and it would be stored by COps. Like iMessage for example. ---
**Author:** ![anon77734705](https://avatars.discourse-cdn.com/v4/letter/a/7ba0ec/32.png) [@anon77734705](https://community.monzo.com/u/anon77734705)\ **Post date:** [18 October 2018 13:27 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/11 "2018-10-18T13:27:53Z")
But you’re still contacting one entity at a time. ---
**Author:** ![hdwrng](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/hdwrng/32/32843_2.png) [@hdwrng](https://community.monzo.com/u/hdwrng)\ **Post date:** [18 October 2018 13:31 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/13 "2018-10-18T13:31:18Z")
I think what @dgores would prefer is to have each issue stored as a separate thread, which makes sense to me too. ---
**Author:** ![Hatticus](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/hatticus/32/26831_2.png) [@Hatticus](https://community.monzo.com/u/Hatticus)\ **Post date:** [18 October 2018 13:32 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/14 "2018-10-18T13:32:23Z")
True, but each chat is essentially a new support ticket, so different chats for each request makes sense. EDIT: still trying to work out replies on here… ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 13:32 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/15 "2018-10-18T13:32:52Z")
@hdwrng yeah exactly. I think I wasn’t explaining myself correctly. ---
**Author:** ![anon77734705](https://avatars.discourse-cdn.com/v4/letter/a/7ba0ec/32.png) [@anon77734705](https://community.monzo.com/u/anon77734705)\ **Post date:** [18 October 2018 13:33 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/16 "2018-10-18T13:33:52Z")
Just trying to understand how you see and use it! ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 13:45 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/17 "2018-10-18T13:45:05Z")
@anon77734705 now everything is in one message, even if you started a new issue, it takes you to that same message but another person will be replying to you. ---
**Author:** ![anon77734705](https://avatars.discourse-cdn.com/v4/letter/a/7ba0ec/32.png) [@anon77734705](https://community.monzo.com/u/anon77734705)\ **Post date:** [18 October 2018 13:46 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/18 "2018-10-18T13:46:41Z")
We do like to keep as much of the conversation in one place. It’s much easier to follow as a COp. We can deal with all issues in one chat instead of two COps possibly talking to you at the same time for two different issues. ---
**Author:** ![glasgow](https://avatars.discourse-cdn.com/v4/letter/g/a698b9/32.png) [@glasgow](https://community.monzo.com/u/glasgow)\ **Post date:** [18 October 2018 13:47 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/19 "2018-10-18T13:47:00Z")
100% agree with what others are saying, each chat should be it’s own ticket ---
**Author:** ![anon87951654](https://avatars.discourse-cdn.com/v4/letter/a/919ad9/32.png) [@anon87951654](https://community.monzo.com/u/anon87951654)\ **Post date:** [18 October 2018 13:54 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/21 "2018-10-18T13:54:39Z")
So. You are saying that a new subject that you are talking about you want as a new conversation. If it’s a new Cop helping you on same subject it should stay in the same chat. 1st November Pin help - as many cops can come in and help 5th November Merchant - start a new chat for it. Is that what you are trying to explain? EDIT: I know nothing about Monzo chat or what monzo sees or does. Never used it ever. ---
**Author:** ![dgores](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dgores/32/99099_2.png) [@dgores](https://community.monzo.com/u/dgores)\ **Post date:** [18 October 2018 14:00 UTC](https://community.monzo.com/t/new-monzo-help-chat/49726/22 "2018-10-18T14:00:12Z")
Yes, exactly 🙂 I apologise for starting a new thread on this subject 😬 I’m quite new here, so I guees I need to learn how this here really works 🤓 [Next page](https://community.monzo.com/t/new-monzo-help-chat/49726.md?page=2)