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How recent conversation reopening works in the Smart Funnel

Set the funnel to reopen the last conversation when a lead writes again, instead of creating a new one, keeping the history and funnel stage.

Available on
all plans.
Who can do it
admin or manager with access to the Smart Funnel.

On this page4 sections

When a lead who has already talked to you sends a new message and there's no open conversation, Nuvia's default behavior is to create a new conversation: the agent gets a card with no context and the funnel starts over. With Reopen recent conversation turned on, the funnel reopens that contact's last conversation instead of creating another one, keeping the history and the stage where they left off.

How to turn it on

  1. Open the Smart Funnel you want to set up.

  2. Go to the Advanced tab.

  3. Find the Conversations card and turn on the Reopen recent conversation toggle.

  4. Set the period: a number and a unit (minutes, hours or days). When you turn on the toggle, Nuvia suggests 59 days — the maximum value. Adjust it to what makes sense for your operation.

  5. Save the funnel.

    How to turn it on

With the toggle off, the funnel keeps the old behavior: every message from a lead with no open conversation creates a new conversation.

The period: counted from the last activity

The period defines how long the previous conversation stays “warm” enough to be reused. It's counted from the last activity in the conversation — the last message exchanged, not the date it was created.

In practice: a conversation opened three weeks ago that had a message yesterday still fits a 2-day window. A conversation created yesterday with no activity since then also fits. What counts is how long ago it stopped.

Accepted values

UnitMinimumMaximum
Minutes 30 59
Hours 1 24
Days 1 59

When reopening happens

Three conditions must be true at the same time:

  1. The message is inbound: the lead wrote to you on their own.

  2. There's no open conversation with that contact in that inbox. If there is one, it's used normally and nothing changes.

  3. There's a resolved conversation with that contact in that inbox, with activity within the configured period. The most recent one is chosen.

Where reopening does NOT apply

Reopening is only for spontaneous inbound. These still create a new conversation, as always:

  • Campaigns (WhatsApp and LinkedIn)

  • Sends coming from HubSpot or other integrations

  • Bulk template sends

  • Conversations created manually by an agent

What's kept when reopening

  • The entire message history: the agent opens the conversation and sees what has already been discussed.

  • The funnel stage the lead was in. They don't go back to the start of the flow.

  • The assignment and who was handling the conversation (Autopilot or a human).

Frequently asked questions

Is the setting per funnel or per account?

Per funnel: each Smart Funnel has its own reopening setting, in the Advanced tab. A support funnel can have a short window and a sales funnel a long one, without affecting each other.

Is the period counted from when the conversation was created?

No, it's counted from the last activity in the conversation. An old conversation with a recent message is still eligible; a recent conversation that stopped longer ago than the period isn't. The label below the field on screen says exactly that: “since the last activity in the conversation”.

What if the lead writes after the period ends?

Nuvia creates a new conversation, as it would without the setting turned on. The previous history is still available in the contact's profile; it just isn't in the same conversation.

Does leaving the toggle off change anything?

No. Toggle off is the usual behavior: each time the lead comes back, a new conversation opens. No existing funnel was changed when the feature was released on the platform.

There's an old resolved conversation and a newer one within the window. Which one is reopened?

The most recent one for that contact in that inbox. The platform never reopens more than one conversation per message.

Can a conversation Nuvia closed on its own (30 days without activity) be reopened?

Yes, as long as the configured window is longer than 30 days and the lead writes again within it. The ceiling used to be 29 days, so a conversation closed by the system was never reused. Now, with a window of up to 59 days, a lead who comes back after a month and a half lands in the same conversation, at the stage where they left off.

What period should I use?

It depends on your cycle. For quick-question support, something between 30 minutes and a few hours is usually enough: the goal is not to fragment the same conversation. For sales with a longer cycle, days make more sense, so a lead who comes back after the weekend lands in the same conversation, at the stage where they left off. Start short and adjust as the team complains (or stops complaining) about lost context.

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