zendeskChatVersion = '3.3.5'
zendeskMessagingVersion = '5.2.4'

It's happening with our two Android apps. Here is the configuration of the apps:

#Android Config
android_build_tools = "32.0.0"
android_compile_sdk = "32"
android_target_sdk = "32"
android_min_sdk = "21"
gradle_build_tools = "7.1.3"
kotlin_version = "1.6.21"

Here's the code for the SDK initialization that is done as soon as the App is created:

Chat.INSTANCE.init(
        application.applicationContext,
        application.getString(apiKey),
        application.getString(appId)
)

And here's how we initialize the Chat and setup the Visitor Tags:

class SupportChatManagerImpl(
    private val analyticsService: AnalyticsService,
    activity: AppCompatActivity
): SupportChatManager {

    private val activityRef = WeakReference(activity)
    private val activity: AppCompatActivity?
        get() = activityRef.get()

    override fun startSupportChat(chatMetadata: SupportChatMetadata) {
        setupChatMetadata(chatMetadata)

        val config = ChatConfiguration.builder()
                .withTranscriptEnabled(false)
                .withChatMenuActions(ChatMenuAction.END_CHAT)
                .withAgentAvailabilityEnabled(false)
                .withPreChatFormEnabled(false)
                .build()

        activity?.let {
            MessagingActivity.builder()
                    .withEngines(ChatEngine.engine())
                    .show(it, config)
            it.finish()
        }
    }

    private fun setupChatMetadata(chatMetadata: SupportChatMetadata) {

        val visitorInfo = VisitorInfo.builder()
                .withEmail(chatMetadata.visitorInfo.email)
                .withName(chatMetadata.visitorInfo.name)
                .withPhoneNumber(chatMetadata.visitorInfo.phone)
                .build()


        val visitorPath = VisitorPath.create("")

        Chat.INSTANCE.chatProvidersConfiguration = ChatProvidersConfiguration.builder()
                .withVisitorInfo(visitorInfo)
                .build()

        val profileProvider = Chat.INSTANCE.providers()?.profileProvider()

        profileProvider?.apply {
            setVisitorNote(chatMetadata.visitorInfo.chatReason)
            addVisitorTags(chatMetadata.tags.toTypedArray().toMutableList(), object : ZendeskCallback<Void>() {
                override fun onSuccess(response: Void?) {
                    analyticsService.track(SupportChatAnalyticsEvents.SupportChatSetupTagsSuccess(chatMetadata.tags))
                }

                override fun onError(response: ErrorResponse?) {
                    analyticsService.track(SupportChatAnalyticsEvents.SupportChatSetupTagsFailed(response?.reason, chatMetadata.tags))
                }

            })
            trackVisitorPath(visitorPath, null)
        }
    }
}

As you can see, we are retrieving the Profile Provider from the Chat instance. If it's not null, we set the list of visitor tags and track the result success and error.

We've released recently a new version of the app with this Visitor Tag tracking, and we found that most of the sessions are getting this `error_ack_timeout`, as shown in this chart:

This is affecting us since the automation done using the Tags is not working. Also, our CEX Agents are not able to get the full context of the user's problem as no tags are associated with the chat.

How can we solve this issue? Can you help us with this issue, please? Thanks in advance! 

Best regards,

Taynã Gualberto