Reopen a resolved conversation on a new customer message
A customer writes again after their conversation was resolved, within the company's configured reopen window; the platform reopens the same conversation instead of leaving the message stranded.
When this happens: An inbound message arrives for a Resolved conversation's channel identity.
How it works
- Writes Actually, one more question about the order three days after the conversation was resolved.
- Identifies the sender and finds the
Resolvedconversation, within the company's 7-day reopen window. - EasyCRM reopens it:
StatusIdmoves to the company's configured re-entry status,ReopenCountincrements, aSystemEventmessage records the reopen. - Appends the customer's message.
- Routes the conversation to the previous responsible operator where still available (FR-24, UC-24.10).
- EasyCRM notifies the previous responsible operator that a waiting conversation has been reactivated (FR-10, UC-10.8).
Other paths
Previous operator no longer available
If the previous operator is deactivated or otherwise ineligible. Routes through the normal routing rules instead (FR-24).
Good to know
- The reopen window is a company setting. (FR-14, FR-25-017)
- Refused/Lost conversations never reopen; a new customer message always starts a new conversation.