Advanced Conversation Lifecycle: Rule-Based Creation of New Conversations for Stale or Closed Chats

Hello Chatwoot Team, We are using the platform extensively for our customer communication over WhatsApp, and it's a core part of our operations. As we've scaled our usage, we've encountered a significant challenge in the long-term management of conversation lifecycles. This is a common use case for any business using persistent channels like WhatsApp, where conversations lack a natural "closing" point. The Problem: The "Single Endless Thread" vs. "Conversation Chaos" The current global lock_to_single_conversation setting forces a difficult choice between two suboptimal scenarios: 1. Enabled: This is excellent for managing a single, active customer case. However, it results in "zombie threads" where a customer returning months later with a new, unrelated issue reopens an old conversation. This creates confusion for agents, mixes distinct business cases, and makes it hard to track case-specific history. 2. Disabled: …