Your bot might be interrupting active conversations due to connection issues or if the customer leaves the chat.
If the end user's connection fails or they leave the conversation, the system may create a new user when they return. This new user is then merged with the original, prompting the bot to rejoin the conversation to ensure continuity and proper ticket routing. This prevents the creation of a new ticket and keeps the conversation on track.
For more details, you can refer to the originalZendesk article.
When a customer leaves and then returns to a chat, the system may create a new user profile. This new profile is automatically merged with the original user to maintain the conversation's continuity. The bot re-enters the chat to ensure that the…
Zendesk prevents new ticket creation by merging new user profiles with the original ones. When a user returns to a chat, the system creates a new user profile, which is then merged with the original. This process allows the bot to rejoin the…