Why does a customer reply create a new conversation instead of continuing the original one?
This happens when our system isn't able to link the customer’s reply to the original conversation. This can occur if the reply doesn’t include the agent’s previous message or if certain tracking elements are missing. As a result, the system treats it as a new conversation and assigns it a new conversation ID.
When a customer replies to a message sent from WhatsApp, why does it start a new conversation instead of continuing the existing one?
This happens because the original conversation was started using a phone number that did not include the correct international format. For example, instead of +31123456789, a number like 0123456789 may have been used, or the number may have contained spaces +31 123456789.
When the customer replies, their message includes the correctly formatted international number (e.g., +31123456789 without spaces). Since this does not exactly match the number used to initiate the conversation, the system treats it as a separate contact and creates a new conversation in the agent inbox.
To prevent this issue:
Always use the full international phone number format when starting a conversation (e.g.,
+31for the Netherlands).Do not include any spaces or special characters in the number.
By following this format, customer replies will be recognized correctly and remain within the same conversation thread, preserving full context.