I set the Zendesk message integration with FB by select 'handover by Zendesk message' and the key word to trigger conversation show in Zendesk is 'ZENDESK'. At first, it's working fine. But till one point, after agent mark done the conversation, whatever user in FB Messenger input, it will trigger the conversation show in Zendesk. I don't know how to fix this issue. I tested with some other users, they all working fine. Only triggered when they input 'ZENDESK'. Only that user has issue and seems never working properly again. I tried signed in / out of Zendesk account, disable then re-enable the FB integration, de-select the Zendesk app role 'shared attribution' in FB page messenger platform and select again. Nothing works.
Anyone encountered this issue? Please help. Thank you!
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