Can I get more messages in a passControl than the default amount?

Question

By default I only see the last 10 messages of my conversation when the conversation is passed from my bot to Zendesk. Can I get more messages in a passControl than the default amount?

Answer

You can include more messages, or even less, by using the first_message_id in the metadata object of calls to the passControl API endpoint.

When you make a passControl call, there is an optional key called metadata. Use this key to pass along data for the receiving system to use. You can use the metadata field to set ticket, user, or organization fields and also to define which message is the first message included in the ticket. It should look like the example below.

{
    "switchboardIntegration": "zd:agentWorkspace",
    "metadata": {
        "first_message_id": "603012d7e0a3f9000c879b67"
    }
}

For more information about using the metadata field with Agent Workspace see this article: Switchboard integration for Zendesk.