One lead per chat

A chat is one customer account on one channel, so your agent keeps one open lead per chat. Everything it saves in a chat goes onto that chat's open lead: its newest lead that is new or contacted, as long as the customer hasn't been silent for 30 days since the lead was last saved. Silence means no message from the customer in that chat; replies from your team or your agent, and campaign messages, don't count.

Your agent starts a new lead in a chat only when the chat has no open lead:

• your team set the last lead to completed or lost, or
• the customer writes again after 30 days of silence.

Setting a lead back to new or contacted reopens it, unless the customer has been silent for 30 days since it was last saved.

When your agent saves onto an open lead again, for example when the customer comes back a few days later with a new request:

• each detail it sends replaces the saved one, and the lead's History keeps the old value;
• details it doesn't send stay as they are. A save never clears a detail, and never changes the lead's status, when it was captured or its chat;
• a name, phone number or email that doesn't look valid fills an empty field but never replaces a valid one;
• a changed name, phone or email also goes to the customer's contact. If the contact already holds something different, the change waits on the contact under Details to review for your team to decide.

The same person on two channels, say Instagram and WhatsApp, has two chats, so they can have an open lead in each. A website visitor on another browser or device starts a new chat too. Leads are never merged.