Verwenden von Messaging-Metadaten mit Zendesk Web Widget und SDKs

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Gary Beichler

Bearbeitet 20. März 2025

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      Catalin Prata

      Hello, thank you for the thorough article! 

      Is there a way to pass down thses config fields from zendesk to the Ultimate chat bot? I am using that on Android with Zendesk SDK for Android but I don't know how to pull the custom fields to Ultimate dashboard. 

      Thank you!

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      Jason Kadlec

      I'm confused on something pretty basic… I want to use variables in branch by condition steps in the flow builder.

      I do not want users to have to set these variables, I want them to be always set by the .js api using things like button clicks or even the current URL the person is on.

       

      In the flow builder, I have to add a "Set Variable" step before the branch by condition step, and I can't save the ‘set variable’ with no value, so I have to type one in.

       

      The problem is that I'm trying to create a default_start answer which I want to check the variable, and based on that variable's content, start up a specific answer that matches the context I know them to be in (by the variable).

       

      But if opening the chat for the first time starts the default_start answer, and the first step of that answer is to set the variable to “start_init” - that will overwrite whatever the API would have passed in when the chat first opens?

      What's an alternative way to achieve this goal:

      I have a web application and people will start a chat from either clicking on the chat icon, or by clicking on a button.

       

      Clicking on the chat icon ideally needs to load a different Answer/Flow depending on where they are in the app …. I was hoping to pass the current URL into the variable when the chat gets opened. 

      Clicking on a button in the app to open the chat needs already a specific answer loaded - for example the button says:

      [ Click here to give me zebra facts ]

      I want the click on that button to not trigger the opening “hi I'm the chat bot how can I help you”.. it should instead load the “Zebra Facts” answer which has the chat bot say a bunch of interesting zebra facts.

      [Click here to apply to become a zoo keeper ] 
      ^ this would open the chat bot to an answer that has the application form in the chat window so they can apply/create the ticket etc. 

      tl/dr - how do I route the initial click on opening a chatbot to go to a specific answer based on a variable set by the .js api.. without the flow builder overwriting the value?

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      Peter Gustafsson

      We're building a chat with 100% custom UI using Smooch SDK's.
      I have created a custom field for “App Market” which I would like to use to send metadata about the users selected market/country. The idea is to use this value in a trigger to assign tickets to different agents.
      But I'm having trouble finding a way to set that metadata from the app using your SDK. We are using Sunshine Conversations for iOS and Android (Smooch)
      The class reference for iOS only lists a getter for metadata. 
      https://docs.smooch.io/api/ios/Classes/SKTConversation.html#/c:objc(cs)SKTConversation(py)metadata

      Do we need to use the REST API  to set the metadata?

      The REST endpoint I'm thinking of using.
      https://docs.smooch.io/rest/#operation/updateConversation

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      Walter

      Hi Gary,

      Can you please confirm if Multi-line can be displayed in the conversation?  I've tried, but I can't seem to access it in the Bot Builder.

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      David Lewanda (Dave)

      Two questions:

      1. Can fields be updated after the ticket is created? For example, in our app, an account has multiple user profiles (a la Netflix), and if the user switches profiles we'd like to be able update the field.
      2. How does one populate a date field, specifically in iOS? I tried setting the field value to a fomatted date string or by passing the date object into the SDK, but neither one worked. I see in the docs that fields can either be strings, numbers or Booleans, but since a string didn't work, and a Boolean doesn't make sense, does a date need to be a number? If so, how do we represent it?

      Thanks in advance for your answer.

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      Zaffar Sayed

      1263213558789 

      Thank you for the response. It is helpful.

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      Zaffar Sayed

      1264158216949 

      I am working on Messaging, Bot and Automation. I want to add custom field for my bot, can you please suggest a way to add these custom field for the Bot. I have created custom field and enabled it for end user. However, I can't see those in my custom field of Bot.

      Is there a different way to add custom fields for Bot and automation?. I have searched a lot through the documentation and community but did not get a satisfactory answer.

      I am simplifying my requirement, I am moving to Bot and Automation and testing bots for messaging. 

      Under Admin Centre > Channel > Messaging > Edit Bot > Under responses you get this section as shown in the image.

       

      I have created custom field for Number and other details however and I can't find it under the customer details dropdown. There are only 2 predefined sections here Name and Email. Is there a way to add more fields. Please suggest.

       

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      Bobby Koch

      will there ever be a time we can just call the zendesk crm for this data? we have the user authenticated, we should be able to use that data in the flow by calling the user api. building these out after already doing the authentication peice is going to be hard to get resources allocated to, and it seems lke it should be possible

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      Dane

      Don't worry Chad. Our Product Team confirmed that it's already in the roadmap for this year.

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