image for site

Fixing Proactive Text Reply Issues - Frequently asked questions

Discover solutions for when replies to proactive texts aren't linked to end-users. Explore common questions and troubleshooting tips to resolve this issue effectively.

Frequently asked questions

Why are replies to my proactive texts not associating with the end user in Zendesk?

Replies to proactive texts may not associate with the end user if the phone number is not in the correct format. If the phone number on the end-user's profile is not in the E.164 format, Zendesk won't match it to the existing user profile. When…

How can I prevent new profiles from being created for text replies in Zendesk?

To prevent new profiles from being created for text replies, ensure phone numbers are in the E.164 format. This format helps Zendesk match replies to the correct user profile. If a phone number is not in the E.164 format, or if it includes spaces,…

What is the E.164 phone number format and why is it important in Zendesk?

The E.164 phone number format is a standardized format that ensures global consistency in phone numbers. It's crucial in Zendesk for matching text replies to the correct user profile. Using the E.164 format helps Zendesk recognize and associate…

Why does Zendesk create a new ticket with 'New text message from user'?

Zendesk creates a new ticket with 'New text message from user' when it can't match the reply to an existing user profile. This usually happens due to incorrect phone number formatting. If the phone number isn't in the E.164 format, or if it…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites