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Start a new conversation instead of reopening once the configured period has passed

A customer writes again after the reopen window has elapsed; the platform starts a brand-new conversation rather than resurrecting the resolved one, while keeping the prior conversation intact in the customer's history.

When this happens: An inbound message arrives outside the reopen window.

How it works

  • Writes a new message five weeks after their conversation was resolved (window: 14 days).
  • Identifies the sender; finds the prior conversation is Resolved and outside the reopen window.
  • EasyCRM creates a new Conversation with and .
  • Appends the message to the new conversation.
  • Routes the new conversation per the normal routing rules (FR-24) — not return to previous operator

Good to know

  • The prior conversation remains visible, unchanged, in the customer's cross-channel history. (FR-02, UC-2.12)
  • A new conversation is routed per the normal rules, never automatically to the previous operator. (FR-24, FR-25-018)