메시징의 다중 대화를 통한 최종 사용자 환경 이해하기

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Aimee Spanier

Zendesk Documentation Team

2025년 5월 02일에 편집됨

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      Onur Okutan

      Hi Viachaslau, you're correct to flag this. I know I already responded to your question on the other thread, but I wanted to share the answer here as well for everyone’s visibility.

      If an end user has at least one active conversation (whether it's an AI agent conversation or a live-agent conversation where the ticket status is anything other than "Closed"), proactive messages will not be sent.

      This is an intentional design decision to keep the experience simple and intuitive for end users, and to avoid confusion that could arise from receiving multiple messages from different conversations at the same time.

      We’ll update the documentation to make this clearer. Really appreciate you pointing it out!

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      Viachaslau

      When you turn on multi-conversations, proactive messages sent to end users create new conversations rather than being appended to an existing conversation.

      If a customer has another chat in a status other than closed, will a proactive message be sent in that case?

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      AntonMi

      1902995650204 1265047490790 It's great that conversation titles are customizable and our bot can update it in real-time, depending on the intent.  Yet, we have a problem with iOS SDK. Everywhere else, the conversation Title will update in real-time, but in iOS SDK, you have to close the SDK and re-open it again - only then will the title update. Is it a known issue? 

      @Yaroslav you can do it with Zendesk Support trigger and API call to SunCo API.

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      Yaroslav Vasiutin

      Hello!

      We are testing multi-conversations, and it would be great if updating the title in Zendesk Support on the agent side would automatically update it on the customer side as well (the same approach used with emails). Our customers submit inquiries on various topics, and we’d like agents to be able to personalize conversation titles. Is this feature planned for the near future?

      Thanks in advance! 

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      Onur Okutan

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

      Regards,

      Onur

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      Ahmed Zaid

      Hello team,

      Will each automated resolution per conversation be counted individually, even if they are concurrent?

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      Onur Okutan

      Hi Jakub,

      Archiving old conversations and closing them to new messages is not support at the moment, but it is one of the improvements in our backlog.

      Thank you for your feedback!

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      Onur Okutan

      Hi everyone,
      Thank you all for your feedback and improvement suggestions on this feature! It’s great to see the engagement from our community, and we really appreciate the time you've taken to share your ideas with us.

      We’re taking your suggestions into our backlog to prioritize, and we’re planning to enhance the feature in these directions. While we can’t commit to a specific timeline for improvements at the moment, please know that your feedback is an important part of shaping future updates.

      Thanks again for your support and input!
      Best,
      Onur

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      이지훈

      Also, from what I've tested, one conversation doesn't correspond to one ticket.

       

      When a customer resumes a conversation on a closed or closed messaging ticket, the customer continues the conversation seamlessly, but another ticket is created.

       

      So the customer is referring to one conversation, but the agent has to go back and forth between multiple tickets to see the customer's journey.

       

      I think we should force the customer to a new conversation when the conversation ends. So it would be more usable if one conversation corresponds to one ticket.

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      이지훈

      I am hesitant to implement this update because I feel it will be confusing for end users and agents.

      Customers can’t find the right conversation, and neither can agents.

       

      For example, in Zendesk support messaging, the title is determined by the first sentence I type in my inquiry, and sometimes Zendesk engineers change it to a more appropriate title.

       

      I would like to set the title of the messaging ticket to the first sentence the customer typed when they started chatting, and then when the agent changes the title of the ticket, the title of the conversation would be the same.

      Otherwise, both customers and agents would be stuck in a swamp of conversation history.

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