There are multiple conversations for the same email/user. The glitch seems to happen when users fill out the form, it sends the agent a message. After that, when they log in, they are loaded into the existing conversation which is the single message form conversation, as opposed to their existing conversations.

To remedy this, is it possible to implement a "conversation selector" of sorts so users with multiple conversations tied to their name are able to pick which one they'd like to use?