diff --git a/app/builders/messages/facebook/message_builder.rb b/app/builders/messages/facebook/message_builder.rb
index fec298bce..bfca31870 100644
--- a/app/builders/messages/facebook/message_builder.rb
+++ b/app/builders/messages/facebook/message_builder.rb
@@ -53,7 +53,21 @@ class Messages::Facebook::MessageBuilder < Messages::Messenger::MessageBuilder
   end
 
   def conversation
-    @conversation ||= Conversation.find_by(conversation_params) || build_conversation
+    @conversation ||= begin
+      lock_to_single_conversation = @inbox.lock_to_single_conversation
+
+      if lock_to_single_conversation
+        Conversation.find_by(conversation_params) || build_conversation
+      else
+        # If lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+        last_conversation = Conversation.where(conversation_params).order(created_at: :desc).first
+        if last_conversation&.status == 'resolved'
+          build_conversation
+        else
+          last_conversation
+        end
+      end
+    end
   end
 
   def build_conversation
diff --git a/app/builders/messages/instagram/message_builder.rb b/app/builders/messages/instagram/message_builder.rb
index e9debb767..48c2c8529 100644
--- a/app/builders/messages/instagram/message_builder.rb
+++ b/app/builders/messages/instagram/message_builder.rb
@@ -69,9 +69,23 @@ class Messages::Instagram::MessageBuilder < Messages::Messenger::MessageBuilder
   end
 
   def conversation
-    @conversation ||= Conversation.where(conversation_params).find_by(
-      "additional_attributes ->> 'type' = 'instagram_direct_message'"
-    ) || build_conversation
+    @conversation ||= begin
+      lock_to_single_conversation = @inbox.lock_to_single_conversation
+
+      if lock_to_single_conversation
+        Conversation.where(conversation_params).find_by(
+          "additional_attributes ->> 'type' = 'instagram_direct_message'"
+        ) || build_conversation
+      else
+        # If lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+        last_conversation = Conversation.where(conversation_params).order(created_at: :desc).first
+        if last_conversation&.status == 'resolved'
+          build_conversation
+        else
+          last_conversation
+        end
+      end
+    end
   end
 
   def message_content