When to use
- You want every new message from the customer after a resolved conversation to open a new ticket
- Your operation treats each interaction as an isolated (non-recurring) event
- You prefer more granularity in reports (1 ticket = 1 service interaction)
Prerequisites
- Be logged in as an administrator
- Have a WhatsApp inbox set up
About this tutorial
In this article you will learn how to configure the single conversation feature in the WhatsApp inbox so that, when a conversation is resolved, it results in a new ticket (instead of continuing an existing conversation forever).
Instructional video:
Step by step
Step 1 — Access the WhatsApp inbox Settings
- Go to Settings
- Click Inboxes
- Select the WhatsApp inbox
Step 2 — Enable Single Conversation
Scroll to the bottom of the settings until you find Lock to single conversation.
Behavior:
-
Disabled (default) → if the customer sends a new message after the conversation has been resolved, a new ticket is opened. If there is still an ongoing (unresolved) conversation, the message goes into that same conversation
-
Enabled → the conversation stays the same, with the same owner and the same person replying
We recommend keeping this setting disabled, except in very specific cases that require a single conversation.
Remember to Update the settings at the end.
Notes
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To understand CSAT and configure it: How to configure CSAT per channel and view results
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To understand ticket statuses (Open, Resolved, etc.): Ticket statuses in Cloud Chat
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To configure the auto-close time: Automatic ticket resolution