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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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