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How did you manage article recommendations in Messaging without the JSON web token?
Posted Apr 30, 2024
I have a question to our Zendesk Community!
So, my team is still considering the transition from Chat to Messaging.
The reason for the delay is that Messaging authentication is only possible with JSON web token, which requires us to create a costly new server just to receive authentication requests.
This is unlike classic Chat which is already authenticated by the user's Zendesk Help Center login (via SAML SSO in ours).
While we can still use the Messaging widget without authentication, one limitation of this is that the widget cannot provide article search results if the Help Center itself requires sign-in (even if the articles themselves are set to “Everyone” viewing permission).
My question is, if you are using Messaging within a Help Center that requires sign-in, how did you manage its limitations?
Did you purchase a server just for the JWT?
Did you forego article recommendations altogether?
Did you force your Help Center to become publicly available?
Or, did you find a workaround for article recommendations or authentication without any additional cost (i.e., no server needed)?
Basically, I want to understand how the Community is handling Messaging despite this annoying issue with authentication (which is especially annoying since Chat already does not require JWT for authentication).
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1 comment
Brandon (729 Test)
Hey Christian,
Although it's not ideal, one workaround that we've found is hardcoding links in the bot flows. Security is a double-edged sword for sure. Curious to see how others have solved for this use case!
Brandon
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