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 a le plaisir d’annoncer que le formatage en texte riche est désormais pris en charge dans les conversations de messagerie automatisées. 

Les messages en texte riche vous permettent d’envoyer des messages avec formatage de texte, notamment gras, italique, souligné, barré, etc. Vous pouvez aussi inclure des liens à vos messages, voire les formater en utilisant un sous-ensemble de code HTML.

Cette annonce couvre les sujets suivants :

• Qu’est-ce qui va changer ?
• Pourquoi cette modification ?
• Que dois-je faire ?

Qu’est-ce qui va changer ?

Nous introduisons la prise en charge du texte riche dans la messagerie, qui permet de formater les messages en gras, italique, souligné, barré, etc. Les clients Zendesk peuvent désormais envoyer des messages en texte riche à leurs utilisateurs finaux dans les conversations des agent IA , avec l'API Sunshine Conversations , et dans d'autres bots tiers qui utilisent les API Switchboard.

Ces messages s’affichent avec le formatage de texte riche dans le Web Widget de messagerie, les SDK Android et iOS et l’Espace de travail d’agent.

Nous projetons également de permettre aux utilisateurs de formater leurs propres messages directement dans les conversations à une date ultérieure. Consultez régulièrement la page Nouveautés de notre centre d’aide.

Pourquoi cette modification ?

Des communications claires et efficaces sont essentielles pour des expériences client d’excellence. Sans formatage du texte, les messages manquent d’emphase, ce qui débouche sur des malentendus et des délais de résolution plus longs. La prise en charge du texte riche rend les conversations plus expressives et structurées, ce qui aide les entreprises à mettre en évidence les informations clés, à améliorer la clarté et les interactions globales avec les clients. Cette mise à jour améliore la souplesse et la lisibilité de la messagerie, ce qui permet aux entreprises de communiquer plus efficacement et de créer de meilleures expériences client.

Que dois-je faire ?

Consultez notre article du centre d’aide et notre documentation sur le texte riche pour les développeurs afin d’en savoir plus sur l’utilisation du texte riche dans vos conversations de messagerie.

Pour afficher le formatage en texte riche généré dans l’Espace de travail d’agent, les comptes doivent utiliser le backend de messagerie amélioré.

Si vous utilisez des appareils mobiles, vous devez avoir les SDK de messagerie iOS ou Android v2.30.0 ou versions ultérieures dans votre application mobile, car les anciennes versions ne prennent pas en charge les messages en texte riche.

Si vous avez des commentaires ou des questions au sujet de cette annonce, consultez le forum de la communauté, sur lequel nous recueillons et gérons les commentaires des clients sur nos produits. Pour obtenir de l’aide d’ordre général concernant vos produits Zendesk, contactez l’Assistance client Zendesk.

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