Why Messaging Shows Old Messages - Frequently asked questions
Discover why messaging conversations display old messages. Explore FAQs addressing common concerns and solutions for managing previous messages in Zendesk.
Frequently asked questions
Why do messaging conversations in Zendesk include old messages?
Zendesk messaging conversations include old messages to provide context. When a conversation is inactive for 72 hours, the bot considers it expired and deletes metadata but not the messages themselves. If a customer reaches out after this period…
How can I clear conversation history in Zendesk's Android mobile SDK?
Unfortunately, conversation history does not reset in Zendesk's Android and iOS SDKs, similar to the desktop version. This means that old messages will still appear in the conversation history. For those looking to clear conversation history, it's…
What happens if a user replies to a closed ticket in Zendesk?
When a user replies to a closed ticket in Zendesk, the system will attempt to provide context by appending previous messages. This is because the metadata for the conversation is deleted after 72 hours of inactivity. Without essential metadata…
How do I restart a conversation for a bot after solving a ticket in Zendesk?
To restart a conversation for a bot after solving a ticket in Zendesk, you need to initiate a new interaction. Since the system retains the last ten messages for context, starting a new conversation will append these messages unless the metadata is…
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