Using the Make API call step in a conversation bot

Return to top

54 Comments

  • Raphaël Péguet - Officers.fr

    What is the GET API request that we can make to know from the start (if the user is logged in) who he is and then use the info to speak with him or make API calls please 

    🙏🙏🙏

    How come this is nowhere 😢😢😢

    0
  • Tipene Hughes
    Zendesk Developer Advocacy

    Hey Raphaël Péguet - Officers.fr,

    Here's a link which goes in to detail on how to identify end users through end-user authentication:

    https://support.zendesk.com/hc/en-us/articles/4411666638746-Authenticating-end-users-in-messaging-for-the-Web-Widget-and-mobile-SDK

    Let me know if this is what you're looking for, and if you have any questions!

    Tipene

    0
  • Raphaël Péguet - Officers.fr

    Tipene Hughes thanks a lot for this, but my question was how to then use this info we got by authentification to make API calls in the flow builder like: search the requester e-mail address in shopify (just like we can do it if the requester fills a field during the flow builder).

    When the requester fills the flow buiilder field we get a placeholder: {{sf.requester.email}} that we can use to make API calls.

    I am wondering if this placeholder is usable if we authenticate user via the way you send

    Best regards! 

    0
  • Leo Medalla

    Is there a way for this to allow the bot to submit a request like a regular ticket?

    0
  • Aron Diploma

    Hi Shiyu Zhu, any update with external_id?

    0
  • Lisa Tam
    Zendesk Product Manager

    Hi Aron Diploma, external_id is planned for end Q1 23 release.

    Raphaël Péguet - Officers.fr, authenticated user email variable is also planned for end Q1 23 release 


    0
  • Gabriele Sannicandro

    Hello .

    In flow builder connect to my whatsapp number, How can send in an api call the whatsapp number of my requester?

    0
  • Dane
    Zendesk Engineering
    Hi Gabriel,

    As discussed on the ticket you have submitted, this option is not yet available.
    0
  • Mgo Dono

    Our user base is sorted based on the priority, can the API call check the priority of the user and direct them to a different bot flow, or block the contact live agent feature? (we let the urgent users to contact agents and for free users direct them to the center?) 

    0
  • Song Chen

    I am currently working on including an external API(ChatGPT) into our bot. I am trying to do a POST request, but having "Request Taking Too Long" troubles . 

    Can I setting the time out boundary in Zendesk call API? 

    0
  • Shiyu Zhu
    Zendesk Product Manager

    Hey Carlton Kirk

    Alongside with exposing external_id, we are also exposing end-users email and name, does those attributes help you at all in identifying the user? 

    0
  • Shiyu Zhu
    Zendesk Product Manager

    Song Chen  Our current timeline is 10 seconds and there is no ability to customize this right now.

    Could you please elaborate what is the use case you are trying to achieve with ChatGPT? Thanks 

    0
  • John

    Greetings, I have Shipstation App linked to Support.  I would like to use the bot Flowbuilder to allow people to check the status of their order (shipped, accepted, tracking #, ec.)

    Is this where I do it and how would I program it?  Thanks for any help!

    0
  • Dane
    Zendesk Engineering
    Hi John,

    You can check the option in Using the Make API call step in Flow Builder. Please take note that customization is not part of Zendesk's scope.

    The step above is only possible if Shipstation has API endpoints where you can make the calls.
    0
  • John

    Hi Dane,

    The company sent me this link to everything, so I'm assuming I can do all of it?  Would you mind seeing if it's possible?

    https://www.shipstation.com/docs/api/orders/get-order/

     

    0
  • Riat A

    Hi,

    I hope this message finds you well. I would like to address an issue regarding the current functionality of the Live Chat and Messaging tools. Previously, in Live Chat, we had the ability to set variables such as tags and custom fields before initiating a chat. This allowed us to enrich the ticket with relevant contextual data, such as order references, customer information, and the nature of the request through custom plugin apps.

    However, with the introduction of the Messaging tool, we have noticed a limitation. The variables are now set from the Answer Bot and API call, and we are unable to set certain important information, such as the order reference, in the custom field. This means that we can only rely on the information provided by the customer, which can sometimes result in incorrect input.

    To overcome this challenge, it would be extremely helpful for us to have the ability to set tags, variables, and custom fields once the ticket has been created, thereby obtaining the necessary context. It would be great if we could implement a similar functionality as shown below in the chat:

    <script type="script/javascript">  
    $zopim(function() {

    $zopim
    .livechat.setName('Logged in name');

    $zopim
    .livechat.setEmail('user@somewhere.com');

    $zopim
    .livechat.addTags('Subscription_Plan');
    });
    </script>

    I hope this clarifies my requirement. Thank you for your attention to this matter.

    Best regards,

    0
  • Riat A

    Hello,

    I have a question: Have you considered incorporating variables into the ticket contexts? Currently, I don't see any provision for variables in the JSON payload `/api/v2/tickets/xxxxx.json`. Alternatively, it would be beneficial to use variables to populate custom fields.

    Thank you.

    0
  • Raphaël Péguet - Officers.fr

    Hello 

    I saw while trying that when the flow builder API calls succeeds but finds an answer where ALL the saved variables are not present the flow builder takes the API failed path..

    It's very unlogical :s

    My use case is to use answer bot api into the flow builder. So i've saved as variables the url and the title of the 3 first articles. and every time the API calls finds 3 articles it works, but when it finds 1 or two articles the flow builder takes the "fail path"

    0
  • Wes

    Has something changed regarding saving array variables? Following along with the example in this article, the option to click "save" beside "results" isn't there. If you expand results you can save individual lines in that array, but there's no option to save the entire array.

    0
  • Nomad Support

    Hi There,

    After I created a button to save user's selected order, the button showed as "Option not supported" in my iOS app. Do you know what's the reason for this?

    0
  • Dane
    Zendesk Engineering
    Hi Nomad,

    I have created a ticket for you to check your setup. Please wait for an update via email and let's continue from there.
    0
  • Cody Hunter

    Hello,

    I have got to be making a simple mistake somewhere, but I am unable to figure out where. I have the content-type in and generated an admin API and I am getting errors each time. I have tried to change the URL endpoint and it has changed my error, but not really my results. At one point I managed to get json data over, but it was not the correct data, it was just form our home page. Could someone assist me with the steps to setting up the order API for Shopify in the Zendesk Conversation bot?

     

    0
  • Tony
    Zendesk Customer Care
    Hi there!
    Did you have issues following the steps in the article? Also, if you are stuck, it might be good to reach out to our Support, explaining the errors you are getting.
     
    Best,
    0
  • Cody Hunter

    Actually I figured out my issue. I was utilizing the order # and not the order id. Which brings me to my next question. How would a customer obtain an order id? I ask this because if the customer is unable to obtain this then this use case offers no value to customers in the chat, or am I incorrect on the customer's access to this number?

    0

Please sign in to leave a comment.

Powered by Zendesk