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Karun Kamal's Avatar

Karun Kamal

Joined Apr 16, 2021

·

Last activity Nov 04, 2024

Zendesk Customer Care

Hello from Zendesk Pro Services Team, I am Staff Engineer here since the pandemic and love helping big businesses figure out custom zendesk solution tailored to their needs. I have delivered help centers, apps, integrations and much more. Currently I am working with Tymeshift and Workforce Management Solutions. Follow me if you are interested in developer related content on the whole ecosystem.

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ACTIVITY OVERVIEW

Latest activity by Karun Kamal

Karun Kamal created an article,

ArticleHelp with bots and automation

In this workflow, you'll learn how to create a conditional flow based on agent availability to check if a message was received when agents were offline. While the bot builder can verify if a message arrived during business hours, it doesn't automatically detect agent availability. To achieve this, you'll need a custom solution with some additional configuration.

The workflow includes the steps below.

Step 1: Create a bearer token

Create a bearer token for the Zendesk Chat API by following the steps in the article: Chat API tutorial: Generating an OAuth token.

Step 2: Create an API connection

Create an API connection by following these steps:

  1. Select the option Bearer token and enter the token created in step 1.
  2. Enter the allowed domain value: rtm.zopim.com

Step 3: Create a conditional statement in the bot builder

  1. In Admin Center, navigate to AI agents automation > Conversation bots and select your bot
  2. Under the selected bot, choose the answer intent.
  3. Add the HTTP API call step with details:
    • GET
    • Enter the Endpoint URL:https://rtm.zopim.com/stream/agents/agents_online
    • Under Authentication, select the connection created in Step 2
    • Click on Make an API call to test the call and return status code 200
    • Under the Variable tab, select Open content, then Data
    • In Data, you will see agent_online. Click Save adjacent to this and save the variable as is Zendesk creates a variable as agent_onlinewhich is utilized in the next step
  4. Under API Successful flow, create a conditional step with options Online and Else.
  5. Open the Conditional step, and under Options configure the option as Online.
  6. Add the condition: agent_online IS NOT 0
  7. Save and publish the bot.

You have successfully created a condition in your bot to check if agents are available.

Note: The real-time API used above is available to Enterprise plans.

Edited Dec 30, 2024 · Karun Kamal

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Karun Kamal commented,

CommentBusiness rules

View comment · Posted Mar 26, 2022 · Karun Kamal

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Karun Kamal commented,

Community comment Feedback - Apps and integrations (Platform)

View comment · Posted Apr 12, 2021 · Karun Kamal

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Karun Kamal commented,

Community comment Feedback - Apps and integrations (Platform)

Hi @...

The requested functionality of showing group names (and organization names) instead of IDs is now live. We'd love your feedback. 

You can follow this thread for details on upcoming releases.

View comment · Posted Feb 03, 2021 · Karun Kamal

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Karun Kamal commented,

CommentUsing Built by Zendesk apps

We have just updated our app and Now you are able to see Organization or Group Names in search/download instead of the IDs only. 

View comment · Posted Feb 03, 2021 · Karun Kamal

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