Any business that can benefit from separating out different kinds of queries - based on who needs to handle them, or how quickly they can solve the type of issue, or simply based on wanting to engage in bulk on certain topics.

If your business has customers who may reach out about the same issue on different topics, you may want to be aware of other active conversations with the same user. In such cases, you can activate a smartplug (see here for help with smartplugs) to show the list of other conversations with the user. You can access and add the smartplug code from here