Onur Okutan

Thanks for your feedback! We're glad to hear you're happy with this addition.
Improving how article links are displayed in conversations when inserted via the Knowledge panel is something we have in our backlog for a later date. Stay tuned to our What’s New page for updates on new features and enhancements!

Hey Viachaslau,

Thank you for taking the time to engage with us!

The current behavior—where proactive messages are not sent if there’s already an active conversation—was intentionally designed based on customer input. The goal is to ensure a smooth and focused conversation experience for end users, avoiding situations where they receive messages from multiple conversations at the same time, which could lead to confusion or distraction while they are already engaged with an agent.

That said, we understand that in some cases, a proactive message can be an essential part of the support flow and should be delivered regardless of ongoing conversations. We appreciate you raising this perspective, and we’ll evaluate this feedback. We'll also keep this thread open to hear from others who might have similar use cases.

Thanks again for taking the time to share your feedback with us!

Zendesk is pleased to announce that rich-text formatting is now supported in automated messaging conversations. 

Rich text messages allow you to send messages with text formatting, including bold, italic, underline, strikethrough, and more. You can also include links in your messages, or even format them using a subset of HTML.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

We’re introducing rich text support in messaging, allowing messages to be formatted with bold, italics, underline, strikethrough, and more. Zendesk customers can now send rich text messages to their end users in AI agent conversations, with the Sunshine Conversations API, and in other third-party bots using Switchboard APIs

These messages are displayed with the rich text formatting in the messaging Web Widget, Android and iOS SDKs, and the Agent Workspace.

We are also planning to give users the ability to format their own messages directly within conversations at a later date. Stay tuned through our What’s New page in the help center.

Why is Zendesk making this change?

Clear and effective communication is essential for great customer experiences. Without text formatting, messages can lack emphasis, leading to misunderstandings and longer resolution times. Rich text support makes conversations more expressive and structured, helping businesses highlight key information, improve clarity, and enhance overall customer interactions. This update brings greater flexibility and readability to messaging, empowering businesses to communicate more effectively and create better customer experiences.

What do I need to do?

See our help center article and rich text developer documentation for more information on using rich text in your messaging conversations.

To display generated rich-text formatting in Agent Workspace, accounts must be using the improved messaging backend.

If you are using mobile, note that you must have the messaging iOS or Android SDKs v2.30.0 or later in your mobile app, as older versions don't support rich text messages.

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.

Hi Alan,

Thanks for following up on this request—we appreciate your patience.

The good news is that our teams are actively working on rich text enhancements for the messaging web widget and mobile SDKs, including better styling for links. While we can’t share specific timelines for feature releases, this update will be available very soon in an upcoming rollout.

To stay informed, you can check out our What’s New page in the Help Center or keep an eye on our changelog—we’ll be sure to provide an update there once this goes live.

Thanks again for reaching out!

Onur

Hi Emilie, thanks for reaching out. Yes, it is possible to customize conversation titles. Please see here for details, and let us know if you need any further support!

Regards,

Onur

Hi everyone,

Thank you for your feedback and patience on this feature request! We’re happy to inform you that the Multi-conversations feature is now available for all messaging customers.

With this feature, your end users can engage in multiple concurrent conversations with your support team. This means they can start a new conversation for a different issue—creating a separate ticket—while their existing tickets continue to be processed without interruption.

For more details on how to use Multiconversations, check out this article.

We’d love to hear your thoughts! Let us know if you have any questions or feedback.

Regards,
Onur

Hi Martin,

Thank you for sharing your feedback! I’d like to clarify the available options for managing conversation history in messaging:

1. Resetting Conversation History:
   It is possible to reset the conversation history for unauthenticated users. This allows your users to have session-based conversations. Every time they visit messaging, a new user ID and conversation will be created, with no prior history visible. (Note that this option is only available for unauthenticated users.)
   • For the web messaging widget, you can follow these steps to set this up.
   • For mobile SDKs, you can achieve this by calling the logoutUser method. (See here for details.)
2. Multi-Conversations Feature:
   If you prefer to let users start a new conversation for each issue so they can retain a separate history for their past interactions, the multi-conversations feature may suit your needs. With this feature:
   • Conversation history persists, making it easier for users to revisit past interactions when needed.
   • Users can create fresh conversations for new issues, enabling better organization and clarity.

We hope one of these options meets your needs. If not, please provide further details about the pain point you would like to address, and we’ll be happy to assist.

Looking forward to your response!

Regards,
Onur

Hey Romil, thanks very much for the feedback. We are happy to in form you that this capability is in our backlog. We are not able to share any delivery timelines at the moment, but once it is planned, we will be able to share more info here.

Regards,

Onur

Hi Henderson, thanks for your comment, and we are glad that you like the new feature. The ability to archive old conversations is in our backlog, however, we are not able to provide a timeline at the moment. Once we have it planned with a clear timeline, we will be happy to share more information here.

Thanks,

Onur

Hi Ahmed, thank you for reaching out. Yes, automated resolutions will be counted individually in each conversation.

Regards,

Onur