How do I create a condition in the bot builder to check when no agents are available?

Issue symptoms

How do I create a condition in the bot builder to check when no agents are available?

Resolution steps

The bot builder has a step to check if the message came within or outside business hours, but it doesn't have the option to know if the agents are offline.

Creating a conditional flow based on agent availability and not business hours can be achieved through a custom solution that requires some configuration. This recipe has three major components.

1. Create a bearer token 
2. Create an API connection
3. Create a conditional statement in the bot builder

1. Create a bearer token

Create a bearer token for the Zendesk Chat API by following the steps in the article: Chat API tutorial: Generating an OAuth token.

2. Create an API connection

Create an API connection by following the steps provided in the article: Creating API connections for the bot builder.

While creating a connection ensure to complete the following:

• Select the option Bearer token and enter the token created in step 1
• Enter the allowed domain value: rtm.zopim.com

3. Create a conditional statement in the bot builder

1. In Admin Center, navigate to Bots and automation and select your bot.
2. Under the selected bot, choose the answer intent.
3. Add the HTTP API call step with details:
   • GET
   • Enter the Endpoint URL: https://rtm.zopim.com/stream/agents/agents_online
   • Under Authentication, select the connection created in Step 2.
   • Click on Make an API call to test the call and return status code 200.
   • Under the Variable tab, select Open content, then Data.
   • In Data, you will see agent_online. Click Save adjacent to this and save the variable as is. Zendesk creates a variable as agent_online which is utilized in the next step.
4. Under API Successful flow, create a conditional step with options Online and Else.
5. Open the Conditional step, and under Options configure the option as Online.
6. Add the condition: agent_online IS NOT 0
7. Save and publish the bot.

You have successfully created a condition in your bot to check if agents are available.

Note: The real-time API used above is available to Enterprise plans.