Allowing multiple conversations for your end users

<body>
<p id="docs-hc-snippet" style="display: none;">Multi-conversations let your end users conduct multiple messaging conversations simultaneously with the click of a button, providing faster resolutions to their support issues and a more satisfying customer experience. This feature is available on the Web Widget, iOS SDK, Android SDK, and Unity SDK channels. Multi-conversations are not available for social messaging channels.</p>
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Enable multiple conversations to let end users handle several messaging threads at once, enhancing their support experience. This feature is available on Web Widget, iOS, Android, and Unity SDKs, but not on social channels. Consider the irreversible changes to user experience and ticket management before activation. Manage settings to control conversation creation and prevent reopening closed threads in the Web Widget.
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<p class="p">Multi-conversations let your end users conduct multiple messaging conversations
simultaneously with the click of a button, providing faster resolutions to their support
issues and a more satisfying customer experience. This feature is available on the Web
Widget, iOS SDK, Android SDK, and Unity SDK channels. Multi-conversations are not
available for social messaging channels.</p>
<p class="p">Zendesk customers who have access to the Sunshine Conversations API can <a class="xref" href="https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/" target="_blank">set custom titles and avatars for
multi-conversations</a>.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="allowing_multi-conversations__ul_fcn_vjy_1dc">
<li class="li"><a class="xref" href="#topic_jft_cmy_1dc">About multi-conversations</a></li>
<li class="li"><a class="xref" href="#topic_yhy_vjy_1dc">Turning on multi-conversations</a></li>
<li class="li"><a class="xref" href="#topic_nwd_wjy_1dc">Removing the New conversation button</a></li>
<li class="li"><a class="xref" href="#topic_x5w_pdk_33c">Preventing end users from reopening closed conversations in the Web Widget</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jft_cmy_1dc">
<h2 class="title topictitle2" id="ariaid-title2">About multi-conversations</h2>
<div class="body">
<p class="p">This topic includes the following sections:</p>
<div class="p">
<ul class="ul" id="topic_jft_cmy_1dc__ul_vtj_fmy_1dc">
<li class="li"><a class="xref" href="#topic_lbc_hmy_1dc">Considerations when turning on multi-conversations</a></li>
<li class="li">
<a class="xref" href="#topic_qng_5cj_q2c">Active and inactive messaging tickets</a>
</li>
<li class="li"><a class="xref" href="#topic_lmh_hmy_1dc">Requirements and limitations</a></li>
<li class="li"><a class="xref" href="#topic_epm_hmy_1dc">Understanding the agent experience</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_lbc_hmy_1dc">
<h3 class="title topictitle3" id="ariaid-title3">Considerations when turning on multi-conversations</h3>
<div class="body">
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Turning on multi-conversations changes the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8195486407706" target="_blank">end-user experience</a> and how the
Agent Workspace manages conversations. These updates can’t be rolled
back.</div>
</div>
<p class="p">Before activating multi-conversations for your account, consider the
following:</p>
<ul class="ul" id="topic_lbc_hmy_1dc__ul_qtx_nmy_1dc">
<li class="li">
<strong class="ph b">All web, iOS, and Android messaging channels are updated when you turn on
multi-conversations for any messaging channel.</strong> Channels that aren't selected
to display the New conversation button perform as described in <a class="xref" href="#topic_nwd_wjy_1dc">Removing the New conversation
button</a>. Consider turning on multi-conversations for all available
messaging channels to align the end-user experience. </li>
<li class="li">
<strong class="ph b">You can't fully revert to the single conversation experience for end
users after you turn on multi-conversations.</strong> You can prevent end
users from starting additional conversations by <a class="xref" href="#topic_nwd_wjy_1dc">removing the New conversation
button</a>, but <em class="ph i">end users will continue to have access to all
conversations in the conversations list</em>. End users can raise new
issues by continuing any conversation in the conversations list. </li>
<li class="li">
<strong class="ph b">Merging authenticated users no longer combines conversations into a
single history.</strong> By default, before turning on multi-conversations,
authenticating an end user <em class="ph i">after</em> starting a messaging conversation
merges that end user with the matching authenticated user profile, and
conversations under the authenticated user profile are combined into a
single conversation history. When you turn on multi-conversations,
authenticating an end user after starting a messaging conversation still
merges them with the authenticated user profile. However, the conversation
isn’t merged with prior conversations. This change is irreversible. If you
are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411666638746" target="_blank">authenticating your end users</a> you
should work with your developers to ensure the authentication occurs before
starting messaging conversations. Delaying authentication may result in
duplicate tickets for the same issue. See <a class="xref" href="https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/" target="_blank">Configuring multi-conversations</a>
for more information.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_qng_5cj_q2c">
<h3 class="title topictitle3" id="ariaid-title4">Active and inactive messaging tickets</h3>
<div class="body">
<p class="p">Multi-conversation behavior in messaging conversations depends on whether the
tickets associated with those conversations are <em class="ph i">active</em> or
<em class="ph i">inactive</em>. </p>
<p class="p">A messaging conversation is <em class="ph i">active</em> when any of the following are true: </p>
<div class="p">
<ul class="ul" id="topic_qng_5cj_q2c__ul_atv_ycj_q2c">
<li class="li">An AI agent is in the conversation.</li>
<li class="li">The related ticket's status is New, Open, On-hold, Pending, or
Solved.</li>
<li class="li">An agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">has not ended the messaging
session</a>. </li>
</ul>
</div>
<p class="p">A messaging conversation is <em class="ph i">inactive</em> when either of the following are
true:</p>
<div class="p">
<ul class="ul" id="topic_qng_5cj_q2c__ul_ext_bdj_q2c">
<li class="li">The related ticket's status is Closed, or in the closed state if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_zxw_4yk_fdc" target="_blank">custom ticket statuses are
activated</a>. </li>
<li class="li">An agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">has ended the messaging
session</a>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_lmh_hmy_1dc">
<h3 class="title topictitle3" id="ariaid-title5">Requirements and limitations</h3>
<div class="body">
<div class="p">Multi-conversations are available on accounts that meet the following
requirements:<ul class="ul" id="topic_lmh_hmy_1dc__ul_qt2_smy_1dc">
<li class="li">Messaging is activated. </li>
<li class="li">Zendesk iOS or Android SDK version 2.10.0 or later. For the best user
experience, version 2.25.0 or later is recommended. Older SDK versions
do not support this feature and default to a single conversation
experience.</li>
<li class="li">Zendesk Unity SDK version 3.4.0 or later. Older SDK versions do not
support this feature and default to a single-conversation
experience.</li>
</ul>
</div>
<p class="p"> Currently, the following functionality is not supported for
multi-conversations:</p>
<ul class="ul" id="topic_lmh_hmy_1dc__ul_rt2_smy_1dc">
<li class="li">Third-party social messaging channels connected to your account. </li>
<li class="li">V1 SunCo APIs. </li>
<li class="li"> Social channel linking (allowing an end user to move the conversation from
the Web Widget to a social channel) in subsequent conversations on social
channels. Social linking is available for only the first conversation
started by the end user. End users can't continue subsequent conversations
on social channels.</li>
</ul>
<p class="p">See our <a class="xref" href="https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/" target="_blank">Developer documentation</a> for more
information, including additional Sunshine Conversations API capabilities and
limitations.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_epm_hmy_1dc">
<h3 class="title topictitle3" id="ariaid-title6">Understanding the agent experience </h3>
<div class="body">
<p class="p">In the Agent Workspace, your agents likely support more than one conversation
simultaneously. In this sense, turning on multi-conversations does not impact
how they work with and view incoming conversations. </p>
<p class="p">Even though each new conversation created by an end user and handed off to an
agent results in a new ticket, agent interaction with these tickets and end-user
profiles in the Agent Workspace remains unchanged.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_yhy_vjy_1dc">
<h2 class="title topictitle2" id="ariaid-title7">Turning on multi-conversations</h2>
<div class="body">
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Read and understand <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8195486407706#topic_lbc_hmy_1dc" target="_blank">these considerations</a> before turning on
multi-conversations.</div>
</div>
<p class="p">You can turn on multi-conversations for Web Widget, Android SDK, or iOS SDK in Admin
Center.</p>
<p class="p"><strong class="ph b">To turn on multi-conversations</strong></p>
<div class="p">
<ol class="ol" id="topic_yhy_vjy_1dc__ol_lb3_gky_1dc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yhy_vjy_1dc__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">At the top of the page, click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Under Web Widget and Mobile SDKs, expand
<strong class="ph b">Multi-conversations</strong>.</li>
<li class="li">Click <strong class="ph b">Set up multi-conversations</strong>.</li>
<li class="li">Click <strong class="ph b">Turn on multi-conversations for your account</strong>, then
select the channels on which you want to offer multi-conversations.<div class="p">
<img class="image" id="topic_yhy_vjy_1dc__image_zwq_vky_1dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/multi-convos-admin.png" width="500"><div class="note note">
<span class="notetitle">Note:</span> Turning on
multi-conversations for one messaging channel updates all web, iOS,
and Android messaging channels. Any channels not selected during
this step perform as described in <a class="xref" href="#topic_nwd_wjy_1dc">Removing the New conversation
button</a>.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
<p class="p">After you have turned on multi-conversations for a channel, you can manage the
configuration on the Manage multi-conversations settings page or from the Basics tab
configuration for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7178617945498#topic_hw2_dsq_gnb" target="_blank">Web Widget</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834810394#topic_kzg_ync_gnb" target="_blank">mobile SDKs</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_nwd_wjy_1dc">
<h2 class="title topictitle2" id="ariaid-title8">Removing the New conversation button</h2>
<div class="body">
<p class="p">You can remove the New conversation button from a channel to prevent end
users from creating new conversations. </p>
<p class="p">However, when you remove the New conversation button, it’s important to
understand that end users will not completely revert back to the single-conversation
experience.</p>
<p class="p">After the New conversation button is removed, end users:</p>
<div class="p">
<ul class="ul" id="topic_nwd_wjy_1dc__ul_f4d_nly_1dc">
<li class="li">Won’t be able to create additional conversations.</li>
<li class="li">Will see the conversations list when clicking or tapping the launcher
button, if they have started multiple conversations.</li>
<li class="li">Will be able to access all conversations from the conversations list.</li>
<li class="li">Will raise new issues in their existing conversations from the conversations
list.</li>
</ul>
</div>
<p class="p">End users will continue to receive <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8195486407706#topic_c5z_pny_1dc" target="_blank">push notifications </a>(for mobile channels),
and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8195486407706#topic_rpg_qny_1dc" target="_blank">proactive messages</a> (for web channels) will
be appended to the latest updated conversation.</p>
<p class="p"><strong class="ph b">To remove the New conversation button from a channel</strong></p>
<ol class="ol" id="topic_nwd_wjy_1dc__ol_mmv_ply_1dc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_nwd_wjy_1dc__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">At the top of the page, click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Under Advanced, expand <strong class="ph b">Multi-conversations</strong>.</li>
<li class="li">Click <strong class="ph b">Manage multi-conversations settings</strong>.<p class="p"><img class="image" id="topic_nwd_wjy_1dc__image_z4l_4fk_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/multi-convos-prevent_reopening.png" width="500"></p>
</li>
<li class="li">Deselect the channels where you want to remove the New conversation button.</li>
<li class="li">Click <strong class="ph b">Save settings</strong>. The New conversation button is removed from those
channels. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_x5w_pdk_33c">
<h2 class="title topictitle2" id="ariaid-title9">Preventing end users from reopening closed conversations in the Web Widget</h2>
<div class="body">
<p class="p">By default, end users can reopen closed conversations in the Web Widget by adding a
new comment. You can prevent end users from doing this by hiding the composer (the
text field for adding comments to a conversation).</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> To use this feature, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5514406080538#topic_fwd_ylm_y1c" target="_blank">Conversation control</a> must be set to
<strong class="ph b">Release control</strong>. </div>
</div>
<p class="p"><strong class="ph b">To hide the composer on closed conversations</strong></p>
<div class="p">
<ol class="ol" id="topic_x5w_pdk_33c__ol_w4m_5dk_33c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_x5w_pdk_33c__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">At the top of the page, click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Under Advanced, expand <strong class="ph b">Multi-conversations</strong>.</li>
<li class="li">Click <strong class="ph b">Manage multi-conversations settings</strong>.</li>
<li class="li">Under Reopening conversations, select <strong class="ph b">Require users to start a new
conversation instead of reopening</strong>.</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
</div>
</div>
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