Hello all,

Thank you for continuing to raise this issue to our team and bringing forward your feedback. We understand and apologize for the confusion on our timelines and updates. Please find more details below on our timeline and where we are sitting with updates; we hope this provides some clarity...

1.Bringing the ability for end users to begin a new conversation (while other conversations are in progress) is a high priority for Zendesk. We initially created the Zendesk Web Widget to work seamlessly out-of-the-box in the single conversation mode, and our intention is to build on this work so that all customers can benefit from an excellent multi-conversation experience. This is on our roadmap for a release in 2024

2. RE: the Sunshine Conversations Web Messenger. While there is no active feature development on this software, it will continue to be fully supported by Zendesk for the foreseeable future. We are actively working to close all feature gaps between the Sunshine Conversation Web Messenger and the Zendesk Web Widget to enable customers to migrate to a more modern experience. If your company requires a multi-conversation experience urgently, we recommend that you consider the Sunshine Conversations Web Messenger for your integration. This Messenger supports the Zendesk messaging experience, and does not require a Sunshine Conversations license in order to use it.

Thirdly, if you are a mobile-first or mobile-only customer, a multi-conversation experience is already available (as a Beta) for the Zendesk SDK for Android and iOS. If you are interested in joining this programme, please refer your Zendesk account team to this (or open a ticket on support.zendesk.com using the chat launcher on the lower right of the screen), and we can enable this feature on your account.

We’d like to acknowledge the frustration of changing timelines and assure you that we have not lost sight of the importance of this feature. Due to unforeseen roadblocks, our roadmap has needed to adjust; thank you for your patience as we returned to this thread. Thank you to those who have offered workarounds to these issues to support your fellow customers as well. We will continue to monitor this thread and look forward to having more to share with you as soon as we are able.