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Webhook does not receive passcontrol events from zd:agentWorkspace.
Posted Oct 02, 2023
I created a Switchboard with a custom Switchboard integration (as the default integration) and the "zd:agentWorkspace" as a second integration, as shown below:
{
"switchboardIntegrations": [
{
"name": "zd-agentWorkspace",
"integrationId": "64a***6aa",
"integrationType": "zd:agentWorkspace",
"deliverStandbyEvents": false,
"nextSwitchboardIntegrationId": "650***13d",
"messageHistoryCount": 10,
"id": "64a***e39"
},
{
"name": "Custom Bot",
"integrationId": "650***431",
"integrationType": "custom",
"deliverStandbyEvents": true,
"messageHistoryCount": 10,
"id": "650***13d"
}
]
}
Additionally, my Webhook is as follows:
{
"webhooks": [
{
"id": "650***430",
"version": "v2",
"triggers": [
"client:add",
"client:remove",
"conversation:create",
"conversation:read",
"conversation:message",
"conversation:postback",
"conversation:typing",
"switchboard:acceptControl",
"switchboard:offerControl",
"switchboard:passControl",
"user:update"
],
"target": "https://***.ngrok-free.app/zendesk/webhook",
"secret": "***",
"includeFullUser": true,
"includeFullSource": true
}
]
}
Based on the documentation:
Shorthand syntax should not be used to pass control of the conversation if you are using Zendesk Agent Workspace. Agent Workspace will automatically pass control to the next integration whenever a ticket is closed so that no shorthand syntax or API calls are needed.
This is not the case in my implementation. I never receive a webhook event when the ticket is closed (or solved). I only receive the "switchboard:passControl" events when an agent sends the shorthand syntax as a message.
- Is there something else I should configure in order to receive an event when the ticket gets closed or solved?
- Additionally, is there an option to receive an event when an Agent accepts a conversation?
0
1 comment
Pavel Cerny
ad 2. - I have same issue - there is no event, when agent accept conversation plus there is no new-message events when we are chatting with Agent!
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