Announcing the availability of business metadata as a condition in proactive messaging

<figure class="wysiwyg-table" style="height: 44px; width: 100%;"><table class="wysiwyg-table-resized" style="border-collapse: collapse; margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 33%;">
<col style="width: 29%;">
<col style="width: 38%;">
</colgroup>
<tbody>
<tr style="height: 22px;">
<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
</tr>
<tr style="height: 22px;">
<td style="height: 22px; width: 33.3333%;">August 6, 2026</td>
<td>July 28, 2026</td>
<td style="height: 22px; width: 33.3333%;">August 7, 2026</td>
</tr>
</tbody>
</table></figure><p>We’re happy to announce that you can now use business metadata as a condition in proactive messaging triggers.</p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="e90d5a46da0942a1a78b221d71d6ccb07"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="eefb6c0ac4f3b974dd78e70ae86cee62c"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e4b5ae14e31ad997ab0d418279e57e54c"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>We've expanded the list of available <a href="https://support.zendesk.com/hc/en-us/articles/5511218058650"><span class="wysiwyg-underline">proactive messaging conditions</span></a> to include business metadata. This new condition lets you incorporate the metadata your business already passes about a visitor (via the SunCo AppUser) as part of your proactive message rules, enabling more targeted, personalized outreach.</p><p>Metadata captures the unstructured information you attach to a visitor – for example; <em>ItemInCart</em>, <em>SubscriptionTier</em>, or <em>LoyaltyStatus</em> – so you can tailor exactly when a <a href="https://support.zendesk.com/hc/en-us/articles/5381304334234"><span class="wysiwyg-underline">proactive message</span></a> fires.</p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>This feature lets businesses act on the first-party context they already know about a visitor such as their cart contents, plan, tier, or any custom attribute without waiting for the customer to volunteer it in the conversation. By targeting proactive messages on real business metadata, customers can deliver highly personalized, timely engagement and build a robust metadata-driven targeting for their campaigns.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>This update is automatically available on all accounts that are eligible for proactive messaging.</p><p>Admins can set up proactive messaging conditions in the Admin Center under <strong>Channels </strong>&gt; <strong>Messaging and social</strong> &gt; <strong>Proactive messages</strong>. For information on using business metadata as a condition when creating or editing a proactive message, see <a href="https://support.zendesk.com/hc/en-us/articles/5511266103834-Creating-proactive-messages-for-the-Web-Widget#topic_b2z_2qy_wwb"><span class="wysiwyg-underline">Creating proactive messages for the Web Widget</span></a> and <a href="https://support.zendesk.com/hc/en-us/articles/5511216991898-Creating-proactive-messages-for-mobile-SDK-channels#topic_b2z_2qy_wwb"><span class="wysiwyg-underline">Creating proactive messages for mobile SDK channels</span></a>.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.<br><br> </p>