Missing Bot Conversation in Messaging Ticket
Why can't I see the full bot conversation at the start of a messaging ticket?
The full bot conversation isn't visible if there's been a 72-hour gap in user activity. When a user interacts with a bot, the conversation history is stored for 72 hours from the last interaction. If the user is inactive for more than 72 hours, the initial bot interaction is cleared and will restart with the next user interaction.
If a user is transferred to an agent after this period of inactivity, the agent will not see the previous bot interaction history. However, if the user remains active within the widget by interacting with the bot within 72 hours, the full conversation history will be included in the ticket. For more details, you can check theoriginal article.
More related questions
How long is the bot conversation history stored in Zendesk?
Bot conversation history is stored for 72 hours from the last user interaction. If a user interacts with a bot, the conversation history is kept for 72 hours. After this period, if there's no further interaction, the initial bot interaction is…
What happens to the bot conversation if a user is inactive for over 72 hours?
If a user is inactive for over 72 hours, the bot conversation resets. After 72 hours of inactivity, the initial bot interaction is cleared, and the conversation will restart the next time the user interacts with the bot. This means that any…
Will agents see previous bot interactions if a user is transferred after 72 hours?
Agents won't see previous bot interactions if a user is transferred after 72 hours of inactivity. When a user is inactive for more than 72 hours, the initial bot interaction is cleared. If the user is then transferred to an agent, a new messaging…
How can I ensure the full bot conversation is included in a messaging ticket?
To ensure the full bot conversation is included, the user must stay active within 72 hours. If a user interacts with the bot and remains active within the widget by continuing to interact within 72 hours, the full conversation history will be…
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