Reaproveitamento do mesmo ticket em contatos proativos via API | Voters

Reusing the same ticket in proactive contacts via API

Juliana Maciel

In proactive contacts made via API, each new submission to the same number creates a new ticket/conversation. The ideal would be a single and continuous history per customer.

February 4, 2026

Daniel Almeida

The tool cannot allow the opening of a new conversation if another one is already in progress.
1- In duplicate conversations, the old caller no longer receives the client's messages. The agent assumes that the customer abandoned.
2- It's counterproductive to have to look before calling a customer if a call is already open. The tool needs to warn.