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Messaging recipe: Checking agent availability during an AI agent conversation (Legacy)



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James Rodewig

Zendesk Documentation Team

Edited Feb 03, 2025


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This was extremely helpful, thank you! 


I am configuring Messaging for multiple brands in our environment, and not every agent is assigned to every brand. It seems this is checking whether agents are available on the account level, but not checking whether agents are available in a particular group. 


Example: Agents are available in Brand A, but Brand B agents are Invisible for a training session. During that time I'd like to deflect Messages from Brand B using this method. 

 

Assuming I've set everything up correctly, agents being Available in Brand A seem to make it so if the API call sees online agents at all, it routes incoming Brand B messages as if agents are available. 

 

Are there additional variables I can add which would check for available agents at the brand-level?

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This is a great step in the right direction. Is there by chance any API ability to surface an endpoint around chat wait time. We are looking to utilize this to show an offering of the quickest route to contact in support. 

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Is this still supported? In the Live Chat API Reference it says:

 

Important: The Zopim Chat REST API at www.zopim.com/api/v2 is being phased out in favor of {subdomain}.zendesk.com/api/v2/chat. Both APIs will be available concurrently until February 28, 2025, allowing customers time to transition at their own pace.

 

But it doesn't seem the Real Time Chat REST API, which supports the endpoints for getting chat metics (eg: `/stream/chats/{metric_key}` or specifically `/stream/chats/agents_online`), is set up to use the `{subdomain}.zendesk.com/api/v2/chat` domain. 

We would love to enable this, but only if it's still gonna work next month :-) 

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