When to use it
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You send a proactive WhatsApp message from the contact (speech bubble icon) and want to know why a warning showed up.
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You saw the warning "Este contato já tem um ticket em andamento" (This contact already has an ongoing ticket) and don't know what to do.
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You want to understand why Cloud Chat started warning about duplicate tickets.
How it works
What changed
Before, when you sent a proactive WhatsApp message to a contact, Cloud Chat created a new ticket without checking whether another one was already ongoing. The result: two live conversations for the same customer, rework, and the risk of two agents talking to the same person at the same time.
Now the system checks first and warns you.
The warning when you open the form
As soon as you click the new message icon on the contact, Cloud Chat checks whether they already have an ongoing ticket. If they do, the warning appears before you type anything:
You have three options:
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"Ver ticket em andamento" (View ongoing ticket) — opens the existing conversation in a new tab, without losing the form.
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"Cancelar" (Cancel) — closes the form. Use it when you realize the message shouldn't be sent.
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"Escrever mesmo assim" (Write anyway) — closes the warning and unlocks the form.
After choosing "Escrever mesmo assim"
The form becomes available as usual — inbox, template, message:
Why the warning may appear twice
The first warning, when the form opens, looks at every channel of the contact — including email and chat. At that point it doesn't yet know which inbox you are going to choose.
When you hit send, the system runs a second check, this time only on the WhatsApp inbox you selected. If there is a live ticket there, the warning appears again — this time with the "Enviar mesmo assim" (Send anyway) button.
It is not a duplicate by mistake. They are two different questions:
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When opening: "is this contact being helped somewhere?"
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When sending: "does this contact have a live ticket in this WhatsApp inbox?"
The second check also protects against someone opening a ticket while you were writing.
The warning never blocks the message. It exists so you can decide with the right information, not to stop you.
Notes
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It applies only to individual WhatsApp messages sent through the speech bubble icon on the contact. Mass campaigns have not changed.
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Tickets that count as "ongoing" are the "aberto" (open), "pendente" (pending), "adiado" (snoozed) and "proativo" (proactive) ones — that is, everything that hasn't been resolved. A resolved ticket doesn't trigger the warning.
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If you have already written the message and the warning shows up late, "Cancelar" (Cancel) does not discard what you wrote — it only closes the warning.
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Originally requested by Flowbiz and Shopee.