Route a reopened conversation back to the previous operator when available
When a Resolved conversation reopens on a new customer message, it returns to whoever handled it before, if they can still take it; otherwise it routes as if newly created.
When this happens: A customer message reopens a Resolved conversation.
How it works
- Writes again on a conversation that was Resolved three days ago, within the company's reopen window.
- EasyCRM reopens the conversation and checks
RoutingSettings.ReturnReopenedToPreviousOperator. - It is on. EasyCRM checks
PreviousResponsibleUserId— the operator who resolved it, *Sofia* — and finds her Online, active, and still holdingEasyCrm.InboxandEasyCrm.Conversations.Reply. - Sets
Sofia; writesAssignmentHistorywithReturnToPrevious. - EasyCRM sends the UC-10.8 waiting conversation reactivated notification to Sofia.
Other paths
Previous operator not available
If Sofia is Offline, deactivated, or no longer holds the needed permissions. Routes the reopened conversation exactly as a newly created one (UC-24.12 AI precedence, then UC-24.5 / UC-24.6 / UC-24.3), writing the matching kind instead of ReturnToPrevious.
Setting off
RoutingSettings.ReturnReopenedToPreviousOperator is off. Goes directly to 's normal routing.
Good to know
PreviousResponsibleUserIdis captured whenever a conversation becomes Resolved, so a candidate survives any intervening Unassigned or AI period. |- Exactly one
AssignmentHistoryrow is written per reopen —ReturnToPreviousor the normal routing kind, never both.