## Overview

When a contact **messages again** after their conversation was **resolved**, the platform can do
one of two things — and **you choose per inbox**:

- **Reopen the same conversation** — the previous conversation is reopened, keeping all history,
  summary, assignment and context in one place.
- **Create a new conversation** — each new contact after resolution opens a fresh conversation
  (useful when every interaction should be handled as an independent ticket).

The control lives under **Inbox settings → Conversation routing**.

## Prerequisites

- **Administrator** role to edit the inbox.
- Applies to **WhatsApp** (Cloud and Web), **Instagram**, **Facebook**, **Telegram**, **SMS**,
  **Line**, **TikTok**, **website** and **API** inboxes. The **email** channel threads by
  subject/headers and does not use this option.

## Step by step

1. Open **Settings → Inboxes** and select the inbox.
2. Scroll to the **Conversation routing** section.
3. Pick one option:
   - **Reopen the same conversation** — reopens the resolved conversation when a new message arrives.
   - **Create new conversations** — opens a fresh conversation on each message after resolution.
4. Save. The change takes effect immediately for the next messages.

## Settings & options

### Open a conversation in another inbox

In a conversation, open **More actions → New conversation in another inbox**. The contact stays selected; choose another available inbox. WhatsApp/SMS need a phone number and email needs an email address. Only inboxes you can access appear; a unified Cloud/Web pair counts as one logical inbox.

Opening the form and choosing an inbox sends no messages. Use **Create without message** to open without sending, or prepare and confirm sending explicitly. This does not transfer the original conversation. If the destination has single-conversation mode enabled, the platform may reuse or reopen an existing conversation rather than create another ID.

If loading fails, use **Retry**. An empty list means no other compatible inbox is available; do not copy Instagram or other channel identifiers to bypass this restriction.

- The default varies by channel: the **website widget** ships as **Reopen**; messaging channels
  (WhatsApp, etc.) ship as **Create new conversations**. Adjust to your operation.
- Only the **latest** resolved conversation is reopened. If an **open** conversation already
  exists for the contact, the message goes into it (the team never loses the active thread).

## Use cases

- **Continuous support** (relationship, recurring support): use **Reopen** to keep the contact's
  whole history in a single conversation.
- **Independent tickets** (each request is a new ticket): use **Create new conversations**.

## Tips, limits & best practices

- **Reopen** fires the **"conversation reopened"** automation trigger and resumes the same
  bot/Maestro with the existing summary.
- **Create new conversations** fires the **"conversation created"** trigger on every new
  conversation — welcome automations and flows run again, and assignment/CSAT restart. Ad
  (CTWA) attribution is **not** carried onto the new conversation.
- **Muted** contacts have their message attached to the existing conversation, but it stays
  resolved (intentional).

## Troubleshooting

- **"It keeps creating new conversations even though I want to reopen"** → the inbox is set to
  **Create new conversations**. Open **Conversation routing** and select **Reopen the same
  conversation**.
- **The option doesn't show** → confirm it's a supported messaging inbox (not email) and that you
  have the administrator role.

## See also

- [Getting started](/hc/ajuda/articles/getting-started-overview-en)

- Inbox settings
- Automations: "conversation created" and "conversation reopened" triggers