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Notify an operator that a waiting conversation has been reactivated

A conversation in *Waiting for Customer* or *Resolved* status receives a new customer message and reopens; the operator it returns to is notified that the customer is active again.

When this happens: An inbound customer message arrives on a *Waiting for Customer* or *Resolved* conversation.

Step by step

  1. 1

    Sees the notification, opens the conversation and sees Ana's new message at the top of the reopened history.

    Three days after Radu resolved her order question, Ana Popescu writes again on WhatsApp: Am o altă întrebare EasyCRM finds the conversation *Resolved* within the company's reopen window (FR-14) and reopens it instead of starting a new one. Routes the reopened conversation back to Radu, its previous responsible operator. EasyCRM creates a ConversationReactivated notification for Radu and pushes it.

Other paths

Previous operator unavailable

Radu is Offline and the routing configuration does not hold reopened conversations for an offline operator. The conversation routes to another available operator or the shared Inbox instead (FR-24); ConversationReactivated fires for whoever it lands on, or the unassigned alert applies if nobody.

Reactivated from waiting for customer

The conversation was *Waiting for Customer*, not *Resolved*, when the customer replied. The same reactivation and notification apply.

If something goes wrong

Reopen window has passed

More than the configured reopen window has passed since *Resolved*. A new conversation starts instead; ConversationReactivated does not fire — the new conversation follows ordinary inbound routing and its own ConversationAssigned notification.

Good to know

  • Reactivation notifies the returning operator, distinct from an ordinary new-message notification, so they know the conversation moved out of *Waiting*/*Resolved*.
  • The reopen window and new-conversation threshold are configured per company. (FR-14)