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

<h2 id="h_question">Question</h2><p>When a new messaging ticket arrives, I don't see the full bot conversation the user went through. Why is the chatbot interaction history missing or truncated?</p><h2 id="h_answer">Answer</h2><p>Missing bot history usually occurs for one of two reasons: the 72-hour inactivity limit or third-party bot handoff timing.</p><h3 id="h_inactivity">72-Hour inactivity limit </h3><p>For standard Zendesk AI Agent interactions, conversation history is preserved as long as the user remains active:</p><ul>
<li data-list-item-id="e9f7db741a529b8fa86463475dad4c3c0">Active within 72 hours: If a user remains active in the Web Widget and sends messages within 72 hours, the full conversation history appears in the ticket when transferred to an agent.</li>
<li data-list-item-id="e0fc973f1453971b2330019ff2a0baef6">Inactive over 72 hours: After 72 hours without activity, the system clears the previous interaction. If the user returns later and requests an agent, a new ticket is created containing only the new session—earlier bot interactions prior to the 72-hour mark are omitted.</li>
</ul><h3 id="h_custom_bots">Third-Party bots &amp; API Integrations </h3><p>If you use a custom or third-party bot connected via Sunshine Conversations API:</p><ul>
<li data-list-item-id="eea23c7f1625704b7ce951eb565a2a69b">The ticket history is populated based on the payload provided during the <code>passControl</code> event.</li>
<li data-list-item-id="e86c9f7d923f391b8e93bea707d69628e">If the initial messages occurred before the integration session started or were handled entirely within the third-party bot platform without being synced to Zendesk, those early messages will not render in the agent's ticket.</li>
<li data-list-item-id="e0c4c477f931dd9c3c60c57798a36f0e7">Why does Sunshine API show history that the ticket lacks? Sunshine Conversations API stores all raw channel logs, but the Zendesk ticket transcript only displays messages explicitly linked to the active ticket session at the time of transfer.</li>
</ul><div class="note tip">
<span class="tiptitle">Tip:</span> If you are seeing partial transcripts on tickets created well within the 72-hour window, verify your bot's <code>passControl</code> webhook payload to ensure prior message objects are being passed to Zendesk upon transfer.</div><!-- AI knowledge DO NOT DELETE -->
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<h2 id="h_01KXGRCREF9ZZQYA1H8TEC8ZEF">
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?
</h2>
<p>
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.
</p>
<h2 id="h_01KXGRCREFF52PJSRBAC3T9GZJ">
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?
</h2>
<p>
Yes. If the customer starts a chatbot conversation, remains active
in the <strong>Web Widget</strong>, and sends messages within 72
hours, you see the full conversation history in the messaging ticket.
</p>
<h2 id="h_01KXGRCREG1R8DBMNB6NFGTNPS">
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?
</h2>
<p>
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.
</p>
<h2 id="h_01KXGRCREGDFAYECVBPZ97VVFH">
How can I track inactive messaging conversations? Can admins add
tags to conversation inactivity reminders? How do I build reporting
workflows for inactive tickets?
</h2>
<p>
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.
</p>
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