WhatsApp ticket duplication alert and merging

Business problem

When an agent initiates a new WhatsApp message to a customer who already has an open ticket with another agent, Trengo creates a duplicate ticket. This fragmentation prevents agents from seeing existing context and requires manual effort to merge conversations.

Wished result

The system should detect existing open tickets for a contact when sending a new WhatsApp template. It should notify the agent of the ongoing conversation and offer the option to merge the new message into the existing ticket to centralize communication.