How to pass application data by using Messaging SDK for Android/iOS?

6 Comments

  • Marco

    Still no feedback on this?

    This is another show-stopper to integrate Zendesk Messaging in our app.

    FYI I've just created a ticket to ask the same question: https://support.zendesk.com/hc/en-us/requests/10393907 

    Cheers,

    Marco

    1
  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Marco,
     
    Thanks for the feedback. At this time we don't have a way for you to pass in additional info to custom fields not included in the flow builder for the messaging SDK. Though this is is something that the dev team is hoping to address in the future. 
     
    Thanks!
    0
  • Marco

    Hi Eric,

    So, there is no way to pass additional info to custom fields, but I'd like to stress the fact that it's a very huge limitation. Let me provide a couple of examples:

    1) Example 1: Customer starts a bot conversation by using our app which is integrated with Zendesk Messaging. At some point, the work-flow opens a new ticket and transfer to an Agent, who needs GPS coordinates in order to help customer.

    So we need to force customer to manually enter her/his GPS data?

    2) Example 2: Customer needs to open a complaint for an order submitted via our mobile app.

    As the Messaging flow is started directly from the Order screen, again, it does not make sense to request customer to manually enter the order number.

    @Eric, are you able to provide a date to address this? Please feel free to use the Ticket I submitted earlier ( https://support.zendesk.com/hc/en-us/requests/10393907 )

    Thank you
    Marco

    1
  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Marco,

    Appreciate the context. Our product team understands that this is a serious limitation, which is why they have this on the roadmap to get addressed in the future. I can't provide a timeline at the moment as this work is still being scoped.
     
    Thanks for your patience
    0
  • Marco

    OK no timeline yet, but at least... can you please provide a date for the timeline itself?

    We're trying to figure out if it makes sense to wait for future developments on Zendesk Messaging side..

    Thanks
    Marco

    0
  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Marco,

    We plan our roadmap out at minimum a quarter in advance. Due to a timeline not being set, the earliest this work would get picked up would be Q4 (though unlikely). If this is considered a blocker for you, I'd continue using the classic SDK's through end of the calendar year.
    0

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