| Announced on | Rollout starts | Rollout ends |
| October 15, 2024 | October 15, 2024 | October 17, 2024 |
Zendesk is pleased to announce the release of multi-conversations, a new feature that lets your end users conduct multiple, concurrent messaging conversations with your organization via your web and mobile channels.
This announcement includes the following topics:
What is changing?
Multi-conversations resolves an important bottleneck for end users who have multiple issues they need support with, allowing them to get faster resolutions and have a more satisfying customer experience.
We are adding a screen to the messaging experience for end users which will allow them to start new conversations, see their list of existing conversations, and navigate through them.
| Mobile SDKs (iOS and Android) | Web Widget |
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Admins will be able to turn on multi-conversations for their account through the Admin Center and select the channels through which users can start new conversations.
Agents will continue to see all incoming conversations linked to a user's profile, just as they do today, making it easy to view and address multiple conversations from an end user.
Why is Zendesk making this change?
Currently, in messaging, end users can only have one conversation at a time, making it difficult for them to raise support issues at the same time. With multi-conversations, end users can start new conversations with a business, even when they have ongoing conversations.
This update will also make it easier for end users to navigate through issues they have raised in the past and find the correspondence provided by the business.
For agents, it will also make it easier to support end users with multiple issues as there will be a separate ticket created in the Agent Workspace for each conversation. This will avoid multiple issues being raised in one ticket.
What do I need to do?
To use multi-conversations, you’ll need to add it to your web or mobile channels. See Understanding the end-user experience with multi-conversations for messaging and Allowing multiple messaging conversions for more information.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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