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.