Why can't I see the full bot conversation at the start of a messaging ticket?

Question When a new messaging ticket arrives, I don't see the full bot conversation the user went through. Why doesn't the ticket include all the bot interactions? Answer You can see the initial bot interaction for 72 hours after the user's last message. After 72 hours without activity, the system clears that interaction and restarts it when the user returns to the bot. If a user follows the flow and stays inactive for more than 72 hours, the next user message resets the conversation and resumes from where the user left off in the flow. If that user transfers to an agent, the system creates a new messaging ticket, and you do not see the earlier bot interaction history from before that inactivity period. If a user starts a bot conversation and remains active in the Web Widget and sends messages within 72 hours, you see the full conversation history in the ticket.
Tip: When a messaging conversation approaches inactivity, Zendesk can send inactivity reminders to the user. Admins can now add tags to those reminder tickets to help track inactive conversations, identify follow-ups, and build reporting workflows around them. For more information, see this article: Sending conversation inactivity reminders to end users
For an entire list of messaging resources, see Web and mobile messaging resources.

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Why can't I see the full chatbot conversation history at the start of a messaging ticket? Why does a messaging ticket clear the AI agent interaction history? Why is the chat history missing when an end user transfers to a team member?
You only see the initial chatbot conversation history for 72 hours after the customer sends their last message. After 72 hours of inactivity, the system clears the interaction and resets the history when the customer returns to the AI agent.

Can I see the full chat history if the customer remains active? Does Zendesk preserve the chatbot interaction history when messages occur within 72 hours? Will the messaging ticket show the entire conversation if the end user stays active?
Yes. If the customer starts a chatbot conversation, remains active in the Web Widget, and sends messages within 72 hours, you see the full conversation history in the messaging ticket.

What are the time limits for viewing AI agent conversations in a messaging ticket? What happens to the chat history after 72 hours of inactivity? When does Zendesk reset the conversation history and create a new messaging ticket?
The system enforces a 72-hour inactivity limit. If a customer remains inactive for more than 72 hours and then resumes the flow, the next message resets the conversation. If that customer transfers to a team member, the system creates a new messaging ticket and removes the earlier chatbot interaction history.

How can I track inactive messaging conversations? Can admins add tags to conversation inactivity reminders? How do I build reporting workflows for inactive tickets?
Admins can add tags to conversation inactivity reminders sent to customers. Use these tags to track inactive conversations, identify follow-ups, and build reporting workflows.

