After a messaging ticket has been closed, what happens when the user replies in the web widget?
When a user replies to a closed messaging ticket the initial greeting flow doesn't restart. The user's reply will be treated the same way any text entry is entered during the bot flow.
The bot will first search for any matching answers based on the user's initial entry. If there aren't any matching answers, the bot will search for matching articles if the flow step show help center articles is enabled in the bot settings. If there are no matching answers or articles, the bot will defer to the fallback response configuration.
To summarize the events in order, the bot will:
- Search for a matching answer.
- Search for any matching articles.
- Execute the fallback response.
For more information on these features, see the following article: Understanding automated bot response behaviors.