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Zendesk Messaging SDK multi-conversations unable to open existing chats



Posted Nov 21, 2024

We were trying to configure Zendesk Messaging in our React Native App for which we used the Zendesk SDK and a wrapper for React Native. Initialisation of the Zendesk SDK works as well as logging in the user with a token signed with the specified secret. When opening the Messaging View, an initial chat can be started if there is no previous chat. When opening the Message View again though the user is presented with a list of available chats. Here we face  the issue that if multi-conversations are enabled, tapping on an existing chat has no effect rendering the user unable to open it
Please see the screenshots attached.

 

Further information:
 

- Zendesk (3.4.0):
    - ZendeskSDKConversationKit (~> 8.0.0)
    - ZendeskSDKCoreUtilities (~> 3.0.0)
  - ZendeskSDKConversationKit (8.0.0):
    - ZendeskSDKCoreUtilities (~> 3.0.0)
    - ZendeskSDKFayeClient (~> 1.9.0)
    - ZendeskSDKHTTPClient (~> 0.16.1)
    - ZendeskSDKStorage (~> 1.1.0)
  - ZendeskSDKCoreUtilities (3.0.0)
  - ZendeskSDKFayeClient (1.9.0):
    - ZendeskSDKLogger (~> 0.10.0)
    - ZendeskSDKSocketClient (~> 1.8.0)
  - ZendeskSDKGuideKit (1.2.0):
    - ZendeskSDKCoreUtilities (~> 3.0.0)
    - ZendeskSDKHTTPClient (~> 0.16.1)
    - ZendeskSDKLogger (~> 0.10.0)
    - ZendeskSDKStorage (~> 1.1.0)
  - ZendeskSDKHTTPClient (0.16.1):
    - ZendeskSDKLogger (~> 0.10.0)
  - ZendeskSDKLogger (0.10.0)
  - ZendeskSDKMessaging (2.26.0):
    - Zendesk (~> 3.4.0)
    - ZendeskSDKConversationKit (~> 8.0.0)
    - ZendeskSDKCoreUtilities (~> 3.0.0)
    - ZendeskSDKGuideKit (~> 1.2.0)
    - ZendeskSDKUIComponents (~> 10.0.0)
  - ZendeskSDKSocketClient (1.8.0):
    - ZendeskSDKLogger (~> 0.10.0)
  - ZendeskSDKStorage (1.1.0):
    - ZendeskSDKLogger (~> 0.10.0)
  - ZendeskSDKUIComponents (10.0.0):
    - ZendeskSDKCoreUtilities (~> 3.0.0)

How we open the Message View:
 

@objc(openMessagingView:rejecter:)
  func openMessagingView(
    resolver resolve: @escaping RCTPromiseResolveBlock,
    rejecter reject: @escaping RCTPromiseRejectBlock
  ) -> Void {
    if !initialized {
      reject(nil, "Zendesk instance not initialized", nil)
      return
    }

    DispatchQueue.main.async {
      guard let viewController = ZendeskNativeModule.shared.getMessagingViewController(),
            let rootController = RCTPresentedViewController() else {
        reject(nil, "cannot open messaging view", nil)
        return
      }
      rootController.show(viewController, sender: self)
      resolve(nil)
    }
  }

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4

4 comments

image avatar

Greg Katechis

Zendesk Developer Advocacy

Hi Christian! In order for us to troubleshoot this type of issue, we will need you to provide a sample app where you reproduce this behavior. Take a look at this article which explains the troubleshooting process and the next steps to take for us to investigate this.

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Hi Greg,

thanks for your quick reply on this issue. Like you asked us, I created a demo app for you to test. On Android the MessagingView works perfectly fine (with 2.6.1 SDK), for iOS the latest SDK is 2.6.0 (see ios/Podfile:9 in the demo project) and here we encounter the issue with chats not being able to be opened. I've attached a video as well. Maybe this is related to the modal presentation mode and gesture handler?

 

Please find the demo app here: https://github.com/chmaeuer/zendesk-messaging-bug-demo


You will need to change the code in app/(tabs)/index.tsx on lines
14: Add the channel key (either a channel with multi-conversations enabled or if the Zendesk user already has multiple chats then the issue exists even if multi-conversations have been disabled to this channel)

23: Add the user verification token

 

Since I'm only able to upload images here, please find the video here: https://kurzmauer.de/dkHGsKV98yj2aMFL/ScreenRecording_11-26-2024%2014-30-52_1.MP4

 

Best,

Christopher

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Hi Greg, do you need anything else?

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Hi Christian,

I was able to fix it. You can check the details here: https://github.com/leegeunhyeok/react-native-zendesk-messaging/issues/59#issuecomment-2530635465.

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