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Conversation bot – access custom fields without "Ask for details" step
Posted Nov 27, 2024
We are building a conversation bot which is integrated with our iOS and Android apps.
For advanced functionality, such as helping users perform an action in an app, we want the bot to send them links containing url schemes which the app can then process. For example, our app's bundle id is “com.theorytestrevolution.app” and the app is able to respond to the following link “com.theorytestrevolution.app://?action={some_action}”.
To let the bot know which app it is, we are making sure that custom fields are set. The field corresponding to the bundle ID is called “App” and it is visible to agents.
However, it looks like to make it available to a bot we need to include the “Ask for details” step. For our use case, this is extremely inconvenient, as we literally need to tell users “Ignore this please and click Next”. Otherwise, if they see that the app field is set to something like “com.theorytestrevolution.app” they may think it is an error and they may change it to something more human-friendly.
So basically my questions is the following – is it possible for a bot to access custom fields without “Ask for details step”? At least when they are already set.
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