Hi Team,

I have chat widget enabled for my website integrated with Microsoft bot framework's bot. whenever user starts a chat, bot comes into picture and give relevant information back to user. Transcript of the conversation is getting saved on Zendesk chat platform and at the end of the conversation if handover is required then bot is handing it over to live chat agent in specific department.

My Requirement :- If no agent available in specific department, then the complete transcript should be sent to contact center.

My Findings :- checked on all the APIs available which should match my requirement but unfortunately i wasn't able to find it so , I am Looking of some APIs which can help me perform this action.

My Thought Process : -

1. Zendesk Chat is having feature where end user initiated a chat and automatic ticket creation happened.

2. There should be a kind of API created/available which can fetch the current user ticket information using chat conversation API or can be integrated and consumable from Chat Conversation API.

3. we can consume that API to fetch the complete ticket information of specific user and send it to contact center. Sending to the contact center we would probably require new API which can be consumable from Chat Conversation API.

Please do let me know ASAP for this requirement or guide me if i am missing something.