v2026.8.15
Release date: August 26, 2026
New Features
Reopen the chat if the customer replies after closing
After an agent closes a conversation, a “thanks”, “ok”, or any other customer message used to open a new ticket. With the window enabled, that message returns on the same ticket, to the previous agent or the team queue.
The option is off by default. Each organization sets how many minutes apply after closing (1 to 1440).
Full guide: Settings — Reopen after closing
What is it for?
- Avoid a new conversation just because the customer thanked or confirmed
- Keep the history on the same ticket number
- Return the chat to the previous agent, when there was one, or to the team queue
How to use?
- In Settings → Attendance, turn on Reopen chat if the customer replies after closing
- Set the window in minutes (15 when you first enable it)
- Save
- After closing a chat, if the customer replies within that window, the same ticket reopens
What is included
Only customer messages on individual chats. Groups and messages sent from the agent’s phone do not reopen the ticket. Outside the window, behavior stays the same: a new conversation.
Benefits
- Fewer redundant tickets right after closing
- Continuous history on the same conversation
- Per-organization control, with no change for teams that leave it off