WhatsApp: when is a new ticket created?

Hi @vRowdy.

We’re applying the following logic whenever a new WhatsApp message is received:

• Search for an existing ticket for the customer with a state not being closed, merged or removed
  • If there is exactly one ticket matching, we’re using it.
  • If there are more than one ticket matching, we’re using the most current one.
  • If there is no ticket, a new one is created.