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Configure the reopen rule for resolved conversations

An Admin sets the number of days within which a customer's new message reopens a Resolved conversation, and which status a reopened conversation returns to, instead of the platform always starting a fresh one.

When this happens: Admin opens Admin — Conversation Settings — Rules — Reopen & New Conversation.

Step by step

  1. 1

    Open the Rules tab — Reopen & New Conversation section.

    EasyCRM shows the current window (default 3 days) and re-entry status (default In Progress), with an explanation of both outcomes.

  2. 2

    Sets the window to 5 days and the re-entry status to In Progress, saves.

    EasyCRM checks the window is 0–90 and the re-entry status is active and non-terminal, saves, records ConversationRuleSettingsChanged. Applies the new values to every inbound message from that point on; a message that arrived before the change was already evaluated against the prior setting.

Other paths

Disable reopening

Sets the window to 0 days. Saves; every post-resolution message now starts a new conversation regardless of how soon it arrives.

If something goes wrong

Value out of range

Enter 120 days. Rejects inline: Enter a value between 0 and 90; nothing is saved.

Good to know

  • The window is evaluated at message-arrival time using the value in effect then.
  • Refused/Lost conversations never reopen regardless of the window — a new message from that customer always starts a fresh conversation.