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bitChat does not create a new Ticket for every incoming message. It can reuse an existing Active, Waiting, or Assigned ticket for the same company, connected business number, and customer; completed tickets have the status Resolved, not a separate Closed status. Ticket creation and resolution have several routes. AI and human agents share the same ticket statuses, but the rules that start or finish their work differ.

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When an incoming message creates a ticket

In the standard incoming-message route, a new ticket starts as Waiting when there is no matching open ticket and the message is no more than 24 hours old, based on its timestamp. This route does not create the ticket if an away message successfully handles the message outside operating hours, or if a welcome message handles it first. Other flow actions can still have their own ticket-creation rules.

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How AI 24/7 differs

The AI 24/7 route also reuses a matching open ticket or creates a Waiting ticket. There is no separate AI-only ticket status. This route does not use the standard route’s message-age check. Instead, a separate WhatsApp guard checks the time since the customer’s latest incoming message. With that guard enabled, as it is by default, the route is blocked after more than 24 hours without an incoming customer message. This guard applies to the WhatsApp connections covered by it, not every channel.

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Other ways a ticket can be created

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How a ticket becomes Resolved

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Check a conversation’s behavior

  1. Review whether the conversation already has an open ticket before expecting a new one.
  2. Check whether AI 24/7, a keyword trigger, assignment, or a Campaign is handling the conversation.
  3. For timer-based resolution, review the relevant live-chat or chatbot settings. Changing one timer does not turn off every resolution route.
  4. Review the ticket’s activity and final status before comparing it with analytics.

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Limits and exceptions

The 24-hour message-age check is not a universal ticket rule. Do not apply it to assignment, Campaign conversion, or AI 24/7 as if those paths were identical. Likewise, a ticket marked Resolved does not by itself tell you whether a human, a timer, or an AI decision resolved it.