When interacting with the Zendesk Messaging widget there's always been a few frustrations that customers mention. One of them is that the Messaging widget was, by design, a single threaded conversation. Meaning as a customer you can only talk to either an AI Agent or a human agent upon escalation. While that agent is handling your question, you can't start a second one to ask another question.

This might seem like a small issue, but imagine you've got a support ticket raised for a lost package, and it takes a week or two to get it closed. In the meanwhile, each time you open the Messaging widget, you'll see your conversation with its latest updates.
During those two weeks you have another question you want to ask on a different topic. As an end-user your only available option is asking it to the agent handling your package issue, since there's no way to reach the AI Agent unless the original ticket is closed. Where an AI Agent would give you your answer in seconds, you now need to wait for an actual agent.

As that actual agent, things also get annoying. Your now open to any kind of question from that customer since your first line of defense, the AI Agent is down until you close that ticket for that customer. If the customer reaches out with questions for other departments, or for items that require different skills, you're kinda stuck. You need that package ticket assigned to you to resolve it, but need to pass the other questions the customers asks to team members.

Single threaded conversations can get annoying fast.

Enter multi-conversations

This is where the new multi-conversations for Messaging widget (and sdk) come in. This upgrade to the Messaging experience upgrades the widget to allow for more than one conversation.

Whenever a customer is in an active conversation, they can click a back button in the widget. This opens the new conversation view showing them a list of all conversations they had with you.

They can then choose to start a new one, or jump to another conversation.