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YoLead uses chat for the client-channel relationship and ticket for each separate request inside that chat.

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Chat vs ticket

One chat can have multiple tickets over time. For example, the same client can contact the company today, close the dialog, and contact the company again later. That later request may reopen the previous ticket or create a new ticket, depending on the channel restore period. For email, a chat is scoped to the connected company mailbox and the client’s normalized email address. A single valid Reply-To address identifies the client when present; otherwise YoLead uses the From address. The email subject does not create a separate chat. See Email channel for subject and content behavior.

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Ticket attribution

A ticket can include optional acquisition attribution captured when it is created. Instagram tickets created from an Ads referral currently expose the source ad as attribution.ad_id in Public API ticket history and webhook Ticket objects. Treat attribution as an extensible string-to-string object and ignore keys your integration does not recognize.

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Ticket statuses

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Chat status

A chat also has a status. It stays in sync with the status of chat.lastTicket.

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Allowed status transitions

Direct new to inactive transitions are not allowed. A new request must be taken into work before it can be closed. Moving a chat back to new is not allowed. To transfer an active ticket to another employee, use PATCH /v1/tickets/{ticketId}/assignee.

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Scenarios

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Restore period

The restore period controls what happens when a client sends a new message after a ticket was closed. The restore period is stored as restorePeriodMs and is configured in the YoLead UI in the company channel settings. If the client writes within the restore period, the message is treated as a continuation of the previous ticket and the ticket reopens. If the client writes after the restore period, the message is treated as a new request and a new ticket is created in the same chat. Endpoint-specific request and response fields are documented in the REST API reference.