Intent model improvements to better capture the intent changes in each account

Release notes through 2025-06-13

Copilot
New:
Intelligent triage:

• Intent model improvements to better capture the intent changes in each account and use them to influence the predictions.

Zendesk Workforce Management (WFM)
Fixed:
Forecast

• Export for inbound volume and required staffing: The export now reflects only the selected workstreams for the selected interval.

Mobile
Android
New:

• Android 16 support: The SDK is now fully compatible with Android 16, aligning with the latest updates and platform requirements from Google.
• Support for retrieving unread message count for a specific conversation: You can now pass a conversation ID to getUnreadMessageCount() to retrieve unread counts for a specific conversation. Learn more in the API documentation.

Fixed:

• Fixed an issue where a new conversation could be created unexpectedly after tapping the back button from a full-screen image view.
• Fixed a crash when displaying help center articles by replacing a call to an unsupported OkHttp method with a standard Kotlin utility.
• Fixed a crash that occurred when uploading an attachment after opening a conversation via a push notification.
• Fixed an issue where old proactive message IDs were incorrectly reused after starting a new conversation.
• Improved the behavior of Zendesk.invalidate() to fully clean up SDK resources and prevent memory leaks.

iOS
Fixed:

• Fixed an issue where tapping to retry after reestablishing a connection caused an infinite loading spinner.
• Resolved RTL (Right-to-Left) language display issues relating to rich text displayed by the bot.
• Corrected the unread counter behavior when "canUserSeeConversationList" was set to false, ensuring accurate unread message counts.
• Fixed a bug with handling file names containing spaces.
• Addressed event ordering issues, ensuring events appear in the correct sequence.
• Fixed a bug to invoke a delegate for all guide article URLs, enabling custom URL handling.
• Adjusted the width of the ThumbsDown button to prevent it from appearing too wide.