Documentation Index
Fetch the complete documentation index at: https://docs.yo-lead.com/llms.txt
Use this file to discover all available pages before exploring further.
YoLead uses chat for the client-channel relationship and ticket for each separate request inside that chat.
Chat vs ticket
| Term | Meaning |
|---|
company channel | A connected social or messaging account of your company, such as a WhatsApp Business account, Telegram bot, Instagram account, Facebook page, or VK group. |
chat | A stable link between one company channel and one client account in a specific source channel, such as WhatsApp or Telegram. For example, if John writes in WhatsApp and then in Telegram, YoLead creates two separate chats. A chat does not have a business lifecycle end and can receive multiple tickets over time. |
ticket | A single request or work episode inside a chat. |
chat.lastTicket | The last ticket in the chat. |
ticket.previousTicket | The previous ticket in the same chat, present when a repeat request creates a new ticket. |
Ticket statuses
| Status | Meaning |
|---|
new | A new incoming request that has not been taken into work yet. |
active | The request is in work. It is usually assigned to an employee. |
inactive | The request is closed. YoLead sets endedAt when the ticket is moved to this status. |
Chat status
A chat also has a status. It stays in sync with the status of chat.lastTicket.
Allowed status transitions
| From | To | Meaning |
|---|
new | active | Take a new request into work. |
active | inactive | Close the request. |
inactive | active | Reopen a closed request. |
new to inactive transitions are not allowed. A new request must be taken into work before it can be closed.
Scenarios
| Scenario | Result |
|---|
| First incoming message from a client in a channel | A new chat and the first ticket are created with ticket status new. |
Incoming message while the current ticket is new or active | The message is added to the current ticket. |
| Incoming message after the current ticket was closed, within the restore period | The last ticket reopens automatically: its status changes from inactive to active. |
| Incoming message after the current ticket was closed, after the restore period | A new ticket is created in the same chat and linked to the previous ticket with previousTicket. |
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.
| Event | When it is sent |
|---|
ticket.created | A new ticket is created, including the first ticket in a new chat or a later repeat request after the restore period. |
message.incoming | A client message is added to an existing ticket. |
ticket.status_changed | A ticket changes between new, active, and inactive. |
ticket.assignee_changed | A ticket is assigned to another employee. |
