The bot does not reply to the user’s first new question after the ticket is closed. In the attached example, the user selected “Positive” and then asked, “I would like to know what programmes do you offer?”, but the bot remained idle. the bot will only reply after the user send a second msg https://cdn.discordapp.com/attachments/1546463462153265153/1546463462400598057/image.png?ex=6a9fdfd5&is=6a9e8e55&hm=20cf13e53cf3cb841c9b44ad08a30362965cf36ef9cb0ff8ced9f55b6c648237&

The first message after the ticket is closed should trigger the bot normally, so having to send a second message points to the conversation not properly resuming after the ticket is closed. I can help trace the handoff/Resume Chatbot state and the incoming-message workflow to find why that first message is being ignored and fix it. @bored-book-64532

Hello Jason, thank you for the reply! What information do you need to trace the resume chatbot state?

If you want, I can help you put together the actual list of things you'd want from Kim to trace the handoff/resume state issue like session logs, the flow/workflow export, timestamps around the ticket closure, or webhook payloads — so you're ready when the DM comes in. Want