web-sdk not working with Conversation API

Hello all.

 

Our client has built a custom Zendesk web widget using the web-sdk. They are using the sendChatMsg method to send a default "hello" request from the user. The reason is that we are trying to initiate a chat session, hence the bot can join the conversation.

 

The method seems to be partially working:

1. In the Zendesk Chat environment we see that the "hello" message, gets displayed to the human Agent. 

2. But we are noticing that the message never reached our backend server which has connected using the Chat Conversations API. Nevertheless, if the user manually types in a message "hello" then we get that event on our servers.

 

So I was wondering if the web-sdk methods are compatible with the Conversations API? And if not, is there any suggested way so that we can mock a user's initial greeting message (ie. "hello") so that the bot can greet the user before the user types any message?

I know we could probably use a trigger for the initial greeting message, but then we would not be able to display quick options, carousels etc., that is why it would be preferable, if the bot can join the conversation the moment the widget gets opened.

 

Also let me note, that the customer is using Zendesk Agent Workspace. Does this affect the Chat Conversations API?