How does session timeout affect metadata and context in AI Agent Advanced?

Question

Why does the AI agent sometimes lose conversation context or miss metadata when a ticket is created?

Answer

When a customer starts a conversation, the system creates a session, which can stay active up to 2 hours, based on your setup. Then, the session times out. If the customer continues the conversation after the session times out, the system creates a new session, and the previous conversation context is lost.

If the AI agent sends a template to the customer on Monday and the customer submits the form on Tuesday, the AI agent no longer has the prior context. Your workflow may create the user or ticket in Zendesk Support without an email or name or any other metadata.

If your customer asks a question, the AI agent may not understand what the customer refers to until it gathers new context in the new session. For details about session timeouts in AI Agent Advanced, contact your Account Executive or  contact our Sales team Contacting Zendesk customer support