When should a closed conversation generate a new card instead of reopening the previous one?
In Jestor, when a WhatsApp conversation is marked as closed or archived and the contact sends a new message, the system creates a new card instead of reopening the old one, keeping each interaction's history separate.
How this logic works
When setting up WhatsApp on a table, you define which stages represent the start of a conversation (such as "new conversation") and which represent the end (such as "closed" and "archived"). Whenever a message arrives and the corresponding card is already in a closing stage, Jestor understands it's a new interaction and creates a new card, preventing information from different contacts or different interactions from mixing into the same record.
| Conversation status | What happens when a new message arrives |
|---|---|
| In progress | The message is added to the same card |
| Closed or archived | A new card is created for the new conversation |
How to set up the status stages
- Create a single-select field to represent the conversation's stage.
- Define the stages, for example: new conversation, in progress, closed, and archived.
- In the WhatsApp management settings, indicate which stage represents the start and which represent closure.
- Save — from then on, the behavior of creating or reopening a card follows this configuration.
Why choose Jestor
- Organized history: each interaction stays recorded on its own card, with no overlap.
- Flexible configuration: start and closing stages can be adapted to any workflow.
- Clear funnel view: you can track how many conversations are in each stage at any time.
Can a closed card be manually reopened instead of generating a new one?
The default logic is to create a new card once the conversation is closed; workflow adjustments can be configured based on the process's needs.
Does this rule apply to any connected WhatsApp number?
Yes, the stage logic applies to any table that has WhatsApp enabled, regardless of the number.
What happens if I don't set up a closing stage?
Without a stage defined as closing, Jestor has no way to identify when it should open a new card instead of continuing the interaction on the same one.
Reference video
Check out more hands-on tutorials on the Jestor YouTube channel.
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