Why Zendesk Conversations Show Old Messages
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 without a pass-off to an agent, Zendesk retrieves the last ten messages from previous interactions. This is because essential metadata likefirst_message_idis missing, so the system uses these messages to give context to the conversation. For more details, you can check out theoriginal article.
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