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Use Ultimate AI Intent params from Zendesk Messaging Android SDK
Posted Dec 18, 2024
Hello,
I am trying to use the zendesk messaging android sdk into my client's app. They are using Ultimate AI as AI Agent. On Ultimate we have some intents that work properly on web (like authentication and also querying some user data from our backend using some metadata send through the chat) and I have to implement that on Android as well.
So far I was not able to pass that metadata to the chat so that the agent picks it up and do the magic with it. I am using the following:
val fields = mapOf( "jwt" to "aToken", "externalId" to user.uuid, "uuid" to user.uuid, "openIDToken" to “token..”, “some_custom_key” to a value for it") Zendesk.instance.messaging.setConversationFields(fields)
I've tryed that before authenticating the user in Zendesk and even in the success callback but it appears that the Ultimate agent doesn't know how to pick it up…
Is there something I am missing or is this even possible using the Android Zendesk SDK? I am using zendeskMessaging = "2.26.1"
Thank you!
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7 comments
Greg Katechis
Hi Catalin! I haven't seen this issue come up elsewhere, but there are some indications of a fix in our release notes for issues similar to this. I can't guarantee that will solve it, so if you do continue to experience the issue after updating, take a look at this article to see what we need to troubleshoot this.
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Catalin Prata
Hello Greg Katechis and thanks for your reply!
I've just updated the sdk to latest and it is still not sending the metadata properly. How can I see that the metadata is sent to the agent at least? I can't see it in the agent's chat either.
I've created some fields from the “Objects and rules” section and then I've added them to a form. The fields are “customer editable” .. should I set them in a different way?
This is the code I am using:
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Catalin Prata
Just to add a note there, I've tried without the delay and without the ccoroutine, same resoult.. can't see the fields in Ultimate dashboard or Zendesk ticket portal…
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Catalin Prata
Any news in here? Thank you in advance!
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Catalin Prata
Hello Greg Katechis so it seems that I've had to actually use the id of the params when sending the data from the android SDK. I can see the field being set in the zendesk agent dashboard if I go to the ticket. But I still don't know how to get that information in Ultimate chat session… can someone help me please? Is this even supposed to work from the zendesk Messaging Android SDK? Thank you!
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Catalin Prata
Hello, I found the issue and will copy it from here: https://support.zendesk.com/hc/en-us/requests/13198373
I've managed to find the issue in the meantime. It seems that on Ultimate side, in the action (sunshine conversations task type) that fetches the metadata from the chat I had to pull the fields by appending ‘zen:ticket_field:’ to them. So, to get the field id '123456789' in Ultimate I had to fetch it as ‘zen:ticket_field:123456789’.
Would have been wonderful to have this information somewhere in zendesk messaging sdk or on Ultimate side in the documentation as it was quite difficult to get to that and I was trying out stuff and saw that zendesk messaging sets the metadata fields prepended with that ‘zen:ticket_field:’ in the debug logs but it was just a guess.
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Catalin Prata
I've solved the issue and posted the solution in here https://support.zendesk.com/hc/en-us/requests/13198373
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