Question
My outbound messages only show one checkmark indicating the message was successfully sent. Why does the delivery status not get updated to two checkmarks indicating that the message was seen by the end user?
Answer
Zendesk doesn't support recording the delivery events for individual messages beyond the window of six hours after the message was sent or if the chat session has ended with the messaging visitor. Chat sessions can end due to the following reasons:
- Messaging visitor is inactive for more than 10 minutes.
- Agent updated the ticket status to pending or solved.
If one of the above occurs, the delivery status will not be updated to seen status and only one checkmark will display.
For more information, see the article: When do chats time out?
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