The idea of conversations is to group messages belonging to one theme, time period, request, or interaction in a somewhat flexible or organic way, to be able to use them for further analysis or features.
Properties and behavior:
Every operation in a chat belongs to a conversation.
A conversation ties a prospect and an agent or bot.
Conversations are not related to WhatsApp sessions.
There can only be one active conversation per prospect.
A conversation starts when:
a prospect is created via API or manually.
a prospect is unarchived (manually or by an action, for example, a new message from the agent or a merge).
a prospect is transferred.
A conversation ends when:
a prospect is transferred.
an agent closes the conversation.
There are some specific close reasons that will not close a conversation: ‘Waiting for reminder’ and ‘Waiting for a visit’ (snooze).
When a prospect is transferred, the active conversation is closed and a new conversation starts.
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