The lead was lost, the customer writes back an hour later, and a new lead is created. Can it reattach?
Yes: set a re-contact window, in hours, in Chat rules; a lost lead closed inside that window takes the conversation back, optionally reopened.
Yes. In Settings → Chat rules → New chats from unknown numbers set the re-contact window, in hours (it is 0, off, by default). A customer who writes back while their lost lead was closed less than that many hours ago is attached to that lead again instead of getting a new one, and an option reopens the lead into a stage you choose.
The window applies only to leads closed as lost, not to converted ones, and it is used both for new chats and when a flow would create a lead at enrolment. Outside the window the normal rule applies and a new lead is created.
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