feat(inbox): Enable conversation continuity for social channels (#11079)

## Summary This PR enables and surfaces **conversation workflow** for social-style channels that should support either: - `Create new conversations` after resolve, or - `Reopen same conversation` ## What is included - Adds the conversation workflow setting UI as card-based options in Inbox Settings. - Expands channel availability in settings to include channels like: - Telegram - TikTok - Instagram - Line - WhatsApp - Facebook - Updates conversation selection behavior for Line incoming messages to respect the workflow (reopen vs create-new-after-resolved). - Updates TikTok conversation selection behavior to respect the workflow (reopen vs create-new-after-resolved). - Keeps email behavior unchanged (always starts a new thread). Fixes: https://github.com/chatwoot/chatwoot/issues/8426 ## Screenshot <img width="1400" height="900" alt="pr11079-workflow-sender-clear-tight" src="https://github.com/user-attachments/assets/9456821f-8d83-4924-8dcf-7503c811a7b1" /> ## How To Reproduce 1. Open `Settings -> Inboxes -> <Telegram/TikTok/Instagram/Line/Facebook/WhatsApp inbox> -> Settings`. 2. Verify **Conversation workflow** is visible with the two card options. 3. Toggle between both options and save. 4. For Line and TikTok, verify resolved-conversation behavior follows the selected workflow. ## Testing - `RAILS_ENV=test bundle exec rspec spec/builders/messages/instagram/message_builder_spec.rb:213 spec/builders/messages/instagram/message_builder_spec.rb:255 spec/builders/messages/instagram/messenger/message_builder_spec.rb:228 spec/builders/messages/instagram/messenger/message_builder_spec.rb:293 spec/services/tiktok/message_service_spec.rb` - Result: `16 examples, 0 failures` ## Follow-up - Migrate Website Live Chat workflow settings into this same conversation-workflow settings model. - Add Voice channel support for this workflow setting. --------- Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com> Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com> Co-authored-by: iamsivin <iamsivin@gmail.com>
2026-02-25 01:56:51 -08:00
parent 172ff87b5b
commit a44cb2c738
15 changed files with 378 additions and 39 deletions
--- a/app/javascript/dashboard/components-next/AssignmentPolicy/components/story/RadioCard.story.vue
+++ b/app/javascript/dashboard/components-next/AssignmentPolicy/components/story/RadioCard.story.vue
@@ -1,6 +1,6 @@
 <script setup>
 import { ref } from 'vue';
-import RadioCard from '../RadioCard.vue';
+import RadioCard from './RadioCard.vue';

 const selectedOption = ref('round_robin');

--- a/app/javascript/dashboard/components-next/AssignmentPolicy/components/RadioCard.vue
+++ b/app/javascript/dashboard/components-next/AssignmentPolicy/components/RadioCard.vue
--- a/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json
@@ -592,8 +592,10 @@
        "DISABLED": "Disabled"
      },
      "LOCK_TO_SINGLE_CONVERSATION": {
-        "ENABLED": "Enabled",
-        "DISABLED": "Disabled"
+        "ENABLED": "Reopen same conversation",
+        "DISABLED": "Create new conversations",
+        "ENABLED_DESCRIPTION": "When a contact messages again, the previous conversation will be reopened.",
+        "DISABLED_DESCRIPTION": "A new conversation will be created each time after the previous one is resolved."
      },
      "ENABLE_HMAC": {
        "LABEL": "Enable"
@@ -713,8 +715,8 @@
      "SENDER_NAME_SECTION_TEXT": "Enable/Disable showing Agent's name in email, if disabled it will show business name",
      "ENABLE_CONTINUITY_VIA_EMAIL": "Enable conversation continuity via email",
      "ENABLE_CONTINUITY_VIA_EMAIL_SUB_TEXT": "Conversations will continue over email if the contact email address is available.",
-      "LOCK_TO_SINGLE_CONVERSATION": "Lock to single conversation",
-      "LOCK_TO_SINGLE_CONVERSATION_SUB_TEXT": "Enable or disable multiple conversations for the same contact in this inbox",
+      "LOCK_TO_SINGLE_CONVERSATION": "Conversation Routing",
+      "LOCK_TO_SINGLE_CONVERSATION_SUB_TEXT": "Configure conversation creation for existing contacts",
      "INBOX_UPDATE_TITLE": "Inbox Settings",
      "INBOX_UPDATE_SUB_TEXT": "Update your inbox settings",
      "AUTO_ASSIGNMENT_SUB_TEXT": "Enable or disable the automatic assignment of new conversations to the agents added to this inbox.",
--- a/app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/AgentAssignmentPolicyForm.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/AgentAssignmentPolicyForm.vue
@@ -4,7 +4,7 @@ import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { useMapGetter } from 'dashboard/composables/store';
 import BaseInfo from 'dashboard/components-next/AssignmentPolicy/components/BaseInfo.vue';
-import RadioCard from 'dashboard/components-next/AssignmentPolicy/components/RadioCard.vue';
+import RadioCard from 'dashboard/components-next/radioCard/RadioCard.vue';
 import FairDistribution from 'dashboard/components-next/AssignmentPolicy/components/FairDistribution.vue';
 import DataTable from 'dashboard/components-next/AssignmentPolicy/components/DataTable.vue';
 import AddDataDropdown from 'dashboard/components-next/AssignmentPolicy/components/AddDataDropdown.vue';
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
@@ -27,6 +27,7 @@ import BotConfiguration from './components/BotConfiguration.vue';
 import AccountHealth from './components/AccountHealth.vue';
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import SenderNameExamplePreview from './components/SenderNameExamplePreview.vue';
+import LockToSingleConversationPreview from './components/LockToSingleConversationPreview.vue';
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import SpinnerLoader from 'dashboard/components-next/spinner/Spinner.vue';
 import { INBOX_TYPES } from 'dashboard/helper/inbox';
@@ -53,6 +54,7 @@ export default {
    SettingsAccordion,
    WeeklyAvailability,
    SenderNameExamplePreview,
+    LockToSingleConversationPreview,
    MicrosoftReauthorize,
    GoogleReauthorize,
    NextButton,
@@ -246,6 +248,9 @@ export default {
        this.isAWhatsAppChannel ||
        this.isAFacebookInbox ||
        this.isAPIInbox ||
+        this.isAnInstagramChannel ||
+        this.isALineChannel ||
+        this.isATiktokChannel ||
        this.isATelegramChannel
      );
    },
@@ -536,6 +541,9 @@ export default {
    hideBusinessNameInput() {
      this.showBusinessNameInput = false;
    },
+    toggleLockToSingleConversation(value) {
+      this.locktoSingleConversation = value;
+    },
  },
  validations: {
    webhookUrl: {
@@ -731,6 +739,21 @@ export default {
              />
            </SettingsFieldSection>

+            <SettingsFieldSection
+              v-if="canLocktoSingleConversation"
+              :label="
+                $t('INBOX_MGMT.SETTINGS_POPUP.LOCK_TO_SINGLE_CONVERSATION')
+              "
+              class="[&>div>div]:justify-end [&>div>div]:flex lg:[&>div:first-child]:h-12 [&>div:first-child]:h-16"
+            >
+              <template #extra>
+                <LockToSingleConversationPreview
+                  :lock-to-single-conversation="locktoSingleConversation"
+                  @update="toggleLockToSingleConversation"
+                />
+              </template>
+            </SettingsFieldSection>
+
            <SettingsFieldSection
              v-if="isAWebWidgetInbox || isAnEmailChannel"
              :label="$t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.TITLE')"
@@ -1074,19 +1097,6 @@ export default {
                  )
                "
              />
-
-              <SettingsToggleSection
-                v-if="canLocktoSingleConversation"
-                v-model="locktoSingleConversation"
-                :header="
-                  $t('INBOX_MGMT.SETTINGS_POPUP.LOCK_TO_SINGLE_CONVERSATION')
-                "
-                :description="
-                  $t(
-                    'INBOX_MGMT.SETTINGS_POPUP.LOCK_TO_SINGLE_CONVERSATION_SUB_TEXT'
-                  )
-                "
-              />
            </SettingsAccordion>

            <div class="w-full flex justify-end items-center py-4 mt-2">
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/components/LockToSingleConversationPreview.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/components/LockToSingleConversationPreview.vue
@@ -0,0 +1,40 @@
+<script setup>
+import RadioCard from 'dashboard/components-next/radioCard/RadioCard.vue';
+
+defineProps({
+  lockToSingleConversation: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+defineEmits(['update']);
+</script>
+
+<template>
+  <div
+    class="flex flex-col sm:flex-row md:flex-col xl:flex-row items-start gap-4 mt-3 min-w-0"
+  >
+    <RadioCard
+      id="disabled"
+      :label="$t('INBOX_MGMT.EDIT.LOCK_TO_SINGLE_CONVERSATION.DISABLED')"
+      :description="
+        $t('INBOX_MGMT.EDIT.LOCK_TO_SINGLE_CONVERSATION.DISABLED_DESCRIPTION')
+      "
+      :is-active="!lockToSingleConversation"
+      class="flex-1"
+      @select="$emit('update', false)"
+    />
+
+    <RadioCard
+      id="enabled"
+      :label="$t('INBOX_MGMT.EDIT.LOCK_TO_SINGLE_CONVERSATION.ENABLED')"
+      :description="
+        $t('INBOX_MGMT.EDIT.LOCK_TO_SINGLE_CONVERSATION.ENABLED_DESCRIPTION')
+      "
+      :is-active="lockToSingleConversation"
+      class="flex-1"
+      @select="$emit('update', true)"
+    />
+  </div>
+</template>
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/components/SenderNameExamplePreview.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/components/SenderNameExamplePreview.vue
@@ -2,7 +2,7 @@
 import { computed } from 'vue';
 import { useI18n } from 'vue-i18n';
 import Avatar from 'next/avatar/Avatar.vue';
-import RadioCard from 'dashboard/components-next/AssignmentPolicy/components/RadioCard.vue';
+import RadioCard from 'dashboard/components-next/radioCard/RadioCard.vue';

 const props = defineProps({
  senderNameType: {
--- a/app/services/line/incoming_message_service.rb
+++ b/app/services/line/incoming_message_service.rb
@@ -145,7 +145,12 @@ class Line::IncomingMessageService
  end

  def set_conversation
-    @conversation = @contact_inbox.conversations.first
+    # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    @conversation = if @inbox.lock_to_single_conversation
+                      @contact_inbox.conversations.last
+                    else
+                      @contact_inbox.conversations.where.not(status: :resolved).last
+                    end
    return if @conversation

    @conversation = ::Conversation.create!(conversation_params)
--- a/app/services/tiktok/message_service.rb
+++ b/app/services/tiktok/message_service.rb
@@ -23,7 +23,12 @@ class Tiktok::MessageService
  end

  def conversation
-    @conversation ||= contact_inbox.conversations.first || create_conversation(channel, contact_inbox, tt_conversation_id)
+    @conversation ||= if channel.inbox.lock_to_single_conversation
+                        contact_inbox.conversations.order(created_at: :desc).first
+                      else
+                        contact_inbox.conversations.where.not(status: :resolved).order(created_at: :desc).first
+                      end
+    @conversation ||= create_conversation(channel, contact_inbox, tt_conversation_id)
  end

  def create_message
--- a/app/services/tiktok/messaging_helpers.rb
+++ b/app/services/tiktok/messaging_helpers.rb
@@ -27,7 +27,15 @@ module Tiktok::MessagingHelpers
  end

  def find_conversation(channel, tt_conversation_id)
-    channel.inbox.contact_inboxes.find_by(source_id: tt_conversation_id)&.conversations&.first
+    contact_inbox = channel.inbox.contact_inboxes.find_by(source_id: tt_conversation_id)
+    return if contact_inbox.blank?
+
+    if channel.inbox.lock_to_single_conversation
+      contact_inbox.conversations.order(created_at: :desc).first
+    else
+      contact_inbox.conversations.where.not(status: :resolved).order(created_at: :desc).first ||
+        contact_inbox.conversations.order(created_at: :desc).first
+    end
  end

  def create_conversation(channel, contact_inbox, tt_conversation_id)
--- a/spec/controllers/api/v1/accounts/tiktok/authorizations_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/tiktok/authorizations_controller_spec.rb
@@ -32,23 +32,25 @@ RSpec.describe 'TikTok Authorization API', type: :request do
      end

      it 'creates a new authorization and returns the redirect url' do
-        with_modified_env TIKTOK_APP_ID: 'tiktok-app-id', TIKTOK_APP_SECRET: 'tiktok-app-secret' do
-          post "/api/v1/accounts/#{account.id}/tiktok/authorization",
-               headers: administrator.create_new_auth_token,
-               as: :json
+        travel_to Time.zone.parse('2025-01-01 00:00:00 UTC') do
+          with_modified_env TIKTOK_APP_ID: 'tiktok-app-id', TIKTOK_APP_SECRET: 'tiktok-app-secret' do
+            post "/api/v1/accounts/#{account.id}/tiktok/authorization",
+                 headers: administrator.create_new_auth_token,
+                 as: :json
+          end
+
+          expect(response).to have_http_status(:success)
+          expect(response.parsed_body['success']).to be true
+
+          helper = Class.new do
+            include Tiktok::IntegrationHelper
+          end.new
+
+          expected_state = helper.generate_tiktok_token(account.id)
+          expected_url = Tiktok::AuthClient.authorize_url(state: expected_state)
+
+          expect(response.parsed_body['url']).to eq(expected_url)
        end
-
-        expect(response).to have_http_status(:success)
-        expect(response.parsed_body['success']).to be true
-
-        helper = Class.new do
-          include Tiktok::IntegrationHelper
-        end.new
-
-        expected_state = helper.generate_tiktok_token(account.id)
-        expected_url = Tiktok::AuthClient.authorize_url(state: expected_state)
-
-        expect(response.parsed_body['url']).to eq(expected_url)
      end
    end
  end
--- a/spec/services/line/incoming_message_service_spec.rb
+++ b/spec/services/line/incoming_message_service_spec.rb
@@ -405,5 +405,111 @@ describe Line::IncomingMessageService do
        expect(line_channel.inbox.messages.first.attachments.first.file.blob.filename.to_s).to eq('contacts.csv')
      end
    end
+
+    context 'when lock_to_single_conversation is false' do
+      before do
+        line_channel.inbox.update(lock_to_single_conversation: false)
+      end
+
+      it 'creates a new conversation when all previous conversations are resolved' do
+        line_bot = double
+        line_user_profile = double
+        allow(Line::Bot::Client).to receive(:new).and_return(line_bot)
+        allow(line_bot).to receive(:get_profile).and_return(line_user_profile)
+        allow(line_user_profile).to receive(:body).and_return(
+          {
+            'displayName': 'LINE Test',
+            'userId': 'U4af4980629',
+            'pictureUrl': 'https://test.com'
+          }.to_json
+        )
+
+        # Create a contact and a resolved conversation
+        described_class.new(inbox: line_channel.inbox, params: params).perform
+
+        # Mark the conversation as resolved
+        conversation = line_channel.inbox.conversations.last
+        conversation.update(status: :resolved)
+
+        # Send a new message
+        new_params = params.deep_dup
+        new_params[:events][0][:message][:id] = '325709'
+        new_params[:events][0][:message][:text] = 'Second message'
+
+        described_class.new(inbox: line_channel.inbox, params: new_params).perform
+
+        # Should create a new conversation
+        expect(line_channel.inbox.conversations.count).to eq(2)
+        expect(line_channel.inbox.conversations.last.messages.first.content).to eq('Second message')
+      end
+
+      it 'uses the existing conversation when there is an unresolved conversation' do
+        line_bot = double
+        line_user_profile = double
+        allow(Line::Bot::Client).to receive(:new).and_return(line_bot)
+        allow(line_bot).to receive(:get_profile).and_return(line_user_profile)
+        allow(line_user_profile).to receive(:body).and_return(
+          {
+            'displayName': 'LINE Test',
+            'userId': 'U4af4980629',
+            'pictureUrl': 'https://test.com'
+          }.to_json
+        )
+
+        # Create a contact and an unresolved conversation
+        described_class.new(inbox: line_channel.inbox, params: params).perform
+
+        # Send a new message
+        new_params = params.deep_dup
+        new_params[:events][0][:message][:id] = '325709'
+        new_params[:events][0][:message][:text] = 'Second message'
+
+        described_class.new(inbox: line_channel.inbox, params: new_params).perform
+
+        # Should use the same conversation
+        expect(line_channel.inbox.conversations.count).to eq(1)
+        expect(line_channel.inbox.conversations.last.messages.count).to eq(2)
+        expect(line_channel.inbox.conversations.last.messages.last.content).to eq('Second message')
+      end
+    end
+
+    context 'when lock_to_single_conversation is true' do
+      before do
+        line_channel.inbox.update(lock_to_single_conversation: true)
+      end
+
+      it 'uses the existing conversation even when it is resolved' do
+        line_bot = double
+        line_user_profile = double
+        allow(Line::Bot::Client).to receive(:new).and_return(line_bot)
+        allow(line_bot).to receive(:get_profile).and_return(line_user_profile)
+        allow(line_user_profile).to receive(:body).and_return(
+          {
+            'displayName': 'LINE Test',
+            'userId': 'U4af4980629',
+            'pictureUrl': 'https://test.com'
+          }.to_json
+        )
+
+        # Create a contact and a resolved conversation
+        described_class.new(inbox: line_channel.inbox, params: params).perform
+
+        # Mark the conversation as resolved
+        conversation = line_channel.inbox.conversations.last
+        conversation.update(status: :resolved)
+
+        # Send a new message
+        new_params = params.deep_dup
+        new_params[:events][0][:message][:id] = '325709'
+        new_params[:events][0][:message][:text] = 'Second message'
+
+        described_class.new(inbox: line_channel.inbox, params: new_params).perform
+
+        # Should use the same conversation
+        expect(line_channel.inbox.conversations.count).to eq(1)
+        expect(line_channel.inbox.conversations.last.messages.count).to eq(2)
+        expect(line_channel.inbox.conversations.last.messages.last.content).to eq('Second message')
+      end
+    end
  end
 end
--- a/spec/services/telegram/incoming_message_service_spec.rb
+++ b/spec/services/telegram/incoming_message_service_spec.rb
@@ -410,6 +410,94 @@ describe Telegram::IncomingMessageService do
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('contact')
      end
    end
+
+    context 'when lock_to_single_conversation is false' do
+      before do
+        telegram_channel.inbox.update(lock_to_single_conversation: false)
+      end
+
+      it 'creates a new conversation when all previous conversations are resolved' do
+        # Create a contact and a resolved conversation
+        params = {
+          'update_id' => 2_342_342_343_242,
+          'message' => { 'text' => 'first message' }.merge(message_params)
+        }.with_indifferent_access
+
+        described_class.new(inbox: telegram_channel.inbox, params: params).perform
+
+        # Mark the conversation as resolved
+        conversation = telegram_channel.inbox.conversations.last
+        conversation.update(status: :resolved)
+
+        # Send a new message
+        new_params = {
+          'update_id' => 2_342_342_343_243,
+          'message' => { 'text' => 'second message' }.merge(message_params)
+        }.with_indifferent_access
+
+        described_class.new(inbox: telegram_channel.inbox, params: new_params).perform
+
+        # Should create a new conversation
+        expect(telegram_channel.inbox.conversations.count).to eq(2)
+        expect(telegram_channel.inbox.conversations.last.messages.first.content).to eq('second message')
+      end
+
+      it 'uses the existing conversation when there is an unresolved conversation' do
+        # Create a contact and an unresolved conversation
+        params = {
+          'update_id' => 2_342_342_343_242,
+          'message' => { 'text' => 'first message' }.merge(message_params)
+        }.with_indifferent_access
+
+        described_class.new(inbox: telegram_channel.inbox, params: params).perform
+
+        # Send a new message
+        new_params = {
+          'update_id' => 2_342_342_343_243,
+          'message' => { 'text' => 'second message' }.merge(message_params)
+        }.with_indifferent_access
+
+        described_class.new(inbox: telegram_channel.inbox, params: new_params).perform
+
+        # Should use the same conversation
+        expect(telegram_channel.inbox.conversations.count).to eq(1)
+        expect(telegram_channel.inbox.conversations.last.messages.count).to eq(2)
+        expect(telegram_channel.inbox.conversations.last.messages.last.content).to eq('second message')
+      end
+    end
+
+    context 'when lock_to_single_conversation is true' do
+      before do
+        telegram_channel.inbox.update(lock_to_single_conversation: true)
+      end
+
+      it 'uses the existing conversation even when it is resolved' do
+        # Create a contact and a resolved conversation
+        params = {
+          'update_id' => 2_342_342_343_242,
+          'message' => { 'text' => 'first message' }.merge(message_params)
+        }.with_indifferent_access
+
+        described_class.new(inbox: telegram_channel.inbox, params: params).perform
+
+        # Mark the conversation as resolved
+        conversation = telegram_channel.inbox.conversations.last
+        conversation.update(status: :resolved)
+
+        # Send a new message
+        new_params = {
+          'update_id' => 2_342_342_343_243,
+          'message' => { 'text' => 'second message' }.merge(message_params)
+        }.with_indifferent_access
+
+        described_class.new(inbox: telegram_channel.inbox, params: new_params).perform
+
+        # Should use the same conversation
+        expect(telegram_channel.inbox.conversations.count).to eq(1)
+        expect(telegram_channel.inbox.conversations.last.messages.count).to eq(2)
+        expect(telegram_channel.inbox.conversations.last.messages.last.content).to eq('second message')
+      end
+    end
  end

  context 'when lock to single conversation is enabled' do
--- a/spec/services/tiktok/message_service_spec.rb
+++ b/spec/services/tiktok/message_service_spec.rb
@@ -6,8 +6,29 @@ RSpec.describe Tiktok::MessageService do
  let(:inbox) { channel.inbox }
  let(:contact) { create(:contact, account: account) }
  let(:contact_inbox) { create(:contact_inbox, inbox: inbox, contact: contact, source_id: 'tt-conv-1') }
+  let(:text_content) do
+    {
+      type: 'text',
+      message_id: 'tt-msg-lock',
+      timestamp: 1_700_000_000_000,
+      conversation_id: 'tt-conv-1',
+      text: { body: 'Hello from TikTok' },
+      from: 'Alice',
+      from_user: { id: 'user-1' },
+      to: 'Biz',
+      to_user: { id: 'biz-123' }
+    }.deep_symbolize_keys
+  end

  describe '#perform' do
+    subject(:perform_text_message) do
+      service = described_class.new(channel: channel, content: current_content)
+      allow(service).to receive(:create_contact_inbox).and_return(contact_inbox)
+      service.perform
+    end
+
+    let(:current_content) { text_content }
+
    it 'creates an incoming text message' do
      content = {
        type: 'text',
@@ -113,5 +134,31 @@ RSpec.describe Tiktok::MessageService do
    ensure
      tempfile.close!
    end
+
+    context 'when lock_to_single_conversation is enabled' do
+      it 'reuses the last resolved conversation' do
+        inbox.update!(lock_to_single_conversation: true)
+        resolved_conversation = create(:conversation, inbox: inbox, contact: contact, contact_inbox: contact_inbox, status: :resolved)
+
+        perform_text_message
+
+        expect(inbox.conversations.count).to eq(1)
+        expect(resolved_conversation.reload.messages.last.content).to eq('Hello from TikTok')
+      end
+    end
+
+    context 'when lock_to_single_conversation is disabled' do
+      let(:current_content) { text_content.merge(message_id: 'tt-msg-lock-2') }
+
+      it 'creates a new conversation if the previous one is resolved' do
+        inbox.update!(lock_to_single_conversation: false)
+        create(:conversation, inbox: inbox, contact: contact, contact_inbox: contact_inbox, status: :resolved)
+
+        perform_text_message
+
+        expect(inbox.conversations.count).to eq(2)
+        expect(inbox.conversations.last.messages.last.content).to eq('Hello from TikTok')
+      end
+    end
  end
 end
--- a/spec/services/tiktok/read_status_service_spec.rb
+++ b/spec/services/tiktok/read_status_service_spec.rb
@@ -31,5 +31,31 @@ RSpec.describe Tiktok::ReadStatusService do

      expect(Conversations::UpdateMessageStatusJob).to have_received(:perform_later).with(conversation.id, kind_of(Time))
    end
+
+    it 'updates the latest active conversation when lock_to_single_conversation is disabled' do
+      allow(Conversations::UpdateMessageStatusJob).to receive(:perform_later)
+
+      inbox.update!(lock_to_single_conversation: false)
+      conversation.update!(status: :resolved)
+      active_conversation = create(
+        :conversation,
+        account: account,
+        inbox: inbox,
+        contact: contact,
+        contact_inbox: contact_inbox,
+        status: :open,
+        additional_attributes: { conversation_id: 'tt-conv-1' }
+      )
+
+      content = {
+        conversation_id: 'tt-conv-1',
+        read: { last_read_timestamp: 1_700_000_000_000 },
+        from_user: { id: 'user-1' }
+      }.deep_symbolize_keys
+
+      described_class.new(channel: channel, content: content).perform
+
+      expect(Conversations::UpdateMessageStatusJob).to have_received(:perform_later).with(active_conversation.id, kind_of(Time))
+    end
  end
 end