When a new messaging ticket comes in, the bot conversation history doesn't include all the steps the user went through. Why doesn't the ticket include all the bot interactions?
The full initial interaction with the bot at the start of the messaging conversation is stored for 72 hours from the last user interaction. After 72 hours of inactivity, the initial bot interaction is cleared and will restart the next time the user interacts with the bot.
If a user initially interacts with the bot through the flow steps and is inactive for more than 72 hours, the next user interaction with the bot will reset the conversation. If that user is transferred to an agent, a new messaging ticket is created and the agent will not see the previous bot interaction history.
When a user starts a bot conversation and stays active within the widget by interacting with the bot within 72 hours, the full conversation history will be included in the ticket.
For an entire list of messaging resources, see the article: Web and mobile messaging resources.