Configure Assign Previous Owner

Defines the system behavior when a new message is received from a customer after an existing chat session has already been closed, determining whether the conversation continues with the previous owner or starts as a new chat session.

Disabled: A new incoming message is treated as a completely new conversation. A fresh chat session is created, and the user must again Accept / Dismiss / Block the chat before continuing.

• Scenario: If a customer chats today and the session is closed, and they message again tomorrow, it will appear as a new chat session requiring fresh handling and assignment.

Enabled: A new incoming message is automatically linked back to the previous chat owner and existing conversation context, instead of assigning it to a new chat session owner.

• Scenario: If a customer’s chat was previously handled by an agent and later the customer sends another message, the system will reopen or continue the same chat thread with the same assigned owner, maintaining continuity without re-approval steps.