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Zendesk Messaging reset chat history when start a conversation



Posted Jul 28, 2023

Hi,

I'm working on Zendesk messaging integration for iOS app. When I start a new conversation, it always displays the chat history from previous one even it's unauthenticated user. I have tried to find the option to enable/disable chat history from admin console tool, but it seems now does not have that kind of option anymore. I'm wondering whether is it possible to reset chat history in client side? The attachment is what I found the internet which has the option I wanted.


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13 comments

That is just what I am looking for also.

2


You can find this option in Messaging -> Authentication section

-1


Yes, we need the same option. 

If we enable the [Remember History] feature, customers won't have to start over every time they close the window to provide screenshots or videos. That's what we need now.

0


I have the "Forget History" toggled on and yet my conversations do not restart 

1


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Shawna James

Community Product Feedback Specialist

Hey all, thank you for taking the time to provide us with your feedback here and I'm sorry this post has gone unacknowledged for some time. This request has been logged for our PM team to review. For others who may be interested in this feature request, please continue add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

5


Hello,

The options mentioned in the previous screenshots are not available in my screen.

0


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Anastasiya Kastsiushkina

Zendesk Product Manager

Hey everyone,

Thank you so much for taking the time to provide us with your feedback. Currently, this option is available only for the web widget. However, we recognize the value of having it on mobile as well. We've added this feature request to our backlog for future consideration. This means we'll evaluate it as a potential priority in our upcoming planning cycles.

We'll keep this post open for further comments, so please feel free to share additional feedback and use cases. As per our Community Guidelines, please note that we may not be able to prioritize every piece of feedback we receive.

Thank you again for your input and for being a valued Zendesk customer.

Best,
Anastasiya

-1


We need to have this as an option to turn on/off the chat history.  Is there any update on this?  

2


This is painful! Such a basic feature from a UX point of view that should have been there already. What's the workaround to this?

2


Any updates about this, i'm really blocked here.

2


It would be nice to get an update from Zendesk Product. 

1


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Matt Russell

Zendesk Luminary

We recently activated Messaging (with AI capabilities) on a Brand which requires users to sign in.  We have established end user authentication bridging what I understand is legacy Sunshine Conversation technology into native Zendesk.

 

Our users are noticing that, even with our “Forget History” option enabled (Messaging > [Brand] > Authentication) we are still seeing all history retained within each end user's chatbot window.  This is not desired as not only is it quickly becoming cluttered, but end users are invertedly asking questions within existing tickets, not realizing they need to click the “←” arrow and then New Conversation.

 

Is there scope to bring this Forget History into this area of the product?  

 

Thank you,

-Matt Russell

1


I cannot believe this is still an issue.  This has been open since Dec. 2023 and I've seen may other requests for similar functionality.  Can we please get an update on this?!?!?! 

0


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