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Taylor Bowser's Avatar

Taylor Bowser

Joined Apr 14, 2021

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Last activity Feb 07, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Taylor Bowser

Taylor Bowser created an article,

ArticleHelp with AI agents - Advanced

Question

I noticed conversation statuses with automatically detected values. Which statuses are available?

Answer

A conversation status is assigned as soon as an AI agent responds. Statuses help users report and filter conversation logs to assess the effectiveness of AI agents. A conversation's status may change throughout the session based on the dialogue and is recalculated with each visitor interaction.

After a session ends, the conversation status is updated to its final state. The end of a session depends on the type of bot used:

  • For ticket bots, sessions end after 72 hours
  • For chat bots, the session duration depends on the CRM platform. Typically, the session ends on escalation or defaults to 2 hours

You will find the meaning of each status below.

Conversation statuses for chat AI agents

  • Agent escalation: The conversation was successfully transferred to a human agent
  • Bot handled: The conversation contained meaningful intent, did not attempt escalation, and ended without the bot misunderstanding a message
  • Custom escalation: The conversation contained a custom escalation label
  • Email escalation: The conversation was successfully emailed to the support team
  • Escalation failed: The conversation contained an unsuccessful escalation attempt

Conversation statuses for ticket AI agents

  • Not understood: The last message was not understood, and no actions or replies were triggered
  • Recognized intent: The last message was understood, and no actions or replies were triggered
  • Processed: Actions were taken but no reply was sent except for the default reply, or the reply was empty
    Note: Conversations answered by a human agent are considered processed
  • Answered: The last message was understood, and a reply was sent

For more information, see these articles:

Edited Feb 13, 2025 · Taylor Bowser

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Taylor Bowser created an article,

ArticleHelp with bots and automation

Question

I'd like to remove a switchboard integration within the Sunshine Conversations platform. What would happen?

Answer

Deleting a switchboard integration removes it from your messaging flow. Future conversations won't be directed anymore. If the deleted integration was active in a conversation, new messages from the user will be reassigned to the new default integration, without issuing a passControl webhook. 

For more information, see these articles:

Edited Apr 18, 2024 · Taylor Bowser

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Taylor Bowser created an article,

ArticleHelp with messaging

Question

How do I verify my Zendesk Talk number for WhatsApp?

Answer

When activating a new WhatsApp number, WhatsApp sends you a one time pin for verification using an automation, through voice or SMS. 

Greetings

The pin will repeat several times, but will not wait until someone answers the call. If you configured a greeting message, the call may not ring through until after the repeats have been exhausted. For information on managing greetings, see this article: Managing outgoing greetings.

Routing

If you are attempting to connect an active number that is being used in Zendesk, ensure the person who answers the call can get the pin to the person activating the WhatsApp number, as it will expire. Let your agents know to expect the call and send the pin, or temporarily route all calls to a group that contains only the person who needs the pin.

For Zendesk Talk numbers, temporarily send all calls to voicemail. Retrieve the pin out of the voicemail, then call back any customers that were routed to voicemail. For information on routing calls through Talk, see this article: Routing incoming calls to groups of agents.

IVR

The automated call will not press any buttons or respond to menu prompts, which means that the call must be able to reach the intended destination without any interaction. Temporarily amend your IVR menu to ensure no buttons need to be pressed. For information on IVR configurations, see this article: Routing incoming calls with IVR.

International calls

The activation calls will come from a US number. Your number must be able to receive calls from the US to receive the activation calls.

Zendesk Talk Text and WhatsApp activations

Zendesk Talk numbers cannot receive WhatsApp activation pins using SMS. When connecting a Zendesk Talk number as a WhatsApp channel, use the voice option.

Disable greetings and routings to receive a pin as a voice mail

The steps below describe how to disable Zendesk Talk greetings to prepare for receiving a WhatsApp verification pin. End users who call while the one time password is being received go directly to an agent or voicemail without preamble.

To disable greetings

  1. From Admin Center, go to Channels > Talk.
  2. Select the line you intend to use as a WhatsApp number. Ensure this is a voice-capable line, since SMS activation will not work.
  3. Switch to the Voicemail tab.
  4. Check that Voicemail is turned on.
  5. Set Greeting (voicemail on) to None.
  6. Ensure that no agents are online.

To send the code and retrieve the pin during the WhatsApp activation process

  1. When prompted to verify the number, select Send Code.
  2. Wait two minutes.
  3. Find the missed call that has the One Time Pin.
  4. Enter One Time Pin.
  5. Click Done.
  6. From the drop-down in the Admin Center channel configuration, select the number you’d like to activate, then select Next.
  7. Add a Channel name to help you find this channel in Admin Center.
  8. Select a Brand that these tickets will be created under.
  9. Select Add Channel.
  10. Wait for the channel to verify.
  11. Select Save.

For more information, see these articles:

Edited Feb 22, 2024 · Taylor Bowser

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Taylor Bowser commented,

Community comment Developer - Zendesk SDKs

Hi Shenxin Xu

Thanks for your post! I've opened a ticket on your behalf so we can grab additional details to troubleshoot this issue. 

 

View comment · Posted Dec 05, 2023 · Taylor Bowser

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Taylor Bowser commented,

CommentThird party and social messaging channels

Hi Richard Basteed

Thanks for reaching out! The fallback value is set by the business. You can find the descriptions of these key values used for sending WhatsApp Message Templates via shorthand syntax here

Hope this helps!

View comment · Edited Aug 24, 2023 · Taylor Bowser

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Taylor Bowser created an article,

ArticleHelp with messaging

Question

This is the flow of my messaging conversation:

  1. A message from an end-user is integrated to the messaging channel.
  2. A Sunshine Conversations user and conversation are created, or the system finds an existing user and a conversation.
  3. Sunshine Conversations passes a message to a bot, or if no bot is enabled, directly to Zendesk.
  4. A bot passes the message to Zendesk.
  5. Zendesk receives an inbound webhook with user and message data.
  6. Zendesk verifies the following:
    1. A matching externalId is present for user matching.
    2. A session is created if one doesn't already exist for the conversation.
    3. A ticket already exists without a Closed status, with the Sunshine Conversations conversationId and userId.
      • If there is an existing ticket not in Closed status, new messages are threaded into the existing ticket.
      • If there is no existing open ticket, a new ticket is created.
    4. If there is no matching ticket or user, a new Zendesk user and ticket are created.
    5. In Agent Workspace, the chat session populates the conversation.

During this flow, I noticed two users are created. What is the difference between these two users?

Answer

The difference between a user in Zendesk and a user in Sunshine Conversations

In any Sunshine Conversations channel, or when a user interacts with messaging, a Sunshine Conversations user is associated with them on the backend, with a primary identifier named ID. This value is reflected in the Sunshine Conversations v2 API.

In Zendesk, the ID differs from userId. When using the v1 Sunshine Conversations API, this user value is appUserId. Zendesk assigns the userId on user creation. This value appears within the URL of the user profile and is also available with the User API.

The impact of end-user authentication on user objects

For Sunshine Conversations, if the user is authenticated, an externalId is associated with the user in Sunshine Conversations, in addition to their appUserId.

If the user is unauthenticated, Zendesk can temporarily keep track of them using the storage of their browser session. Associate the returning user with the same Sunshine Conversations appUserId as long as the user visits a page of the same domain in the same browser and doesn't delete their local storage. There is no way to track the user across various browsers if the user doesn't authenticate.

For more information about how to authenticate users based on the customer’s configuration, see these articles:

The same will apply for Zendesk Support; only the authenticated user will have an external_id value linked to their Zendesk user.

External identifiers

The externalId is a unique identifier for the user. Use a value from your existing user database, such as your website username or an existing ID from your authentication system. The externalId for a Sunshine Conversations user is set at user creation, or with the authentication method mentioned above. For Sunshine Conversations, the externalId links a user to the same conversation across multiple devices.

Individual clients may also have an externalId value. A client externalId does not impact or overwrite the externalId of the Sunshine Conversations user.

In Support, the external_id is a unique identifier from another system, which maps Support to third-party integrations. Like the userId, this attribute is available within the API, and null by default. Set this value with SSO or update it with the API.

Once a Sunshine Conversations user sends a message to Zendesk, the external_id value on a Zendesk user is used to map incoming conversations with messaging and the Sunshine Conversations externalId.

A Sunshine Conversations user with the Sunshine Conversations V2 API will look like this:

{
"user": {
"signedUpAt": "2021-04-07T18:50:14.148Z",
"hasPaymentInfo": false,
"identities": [],
"id": "c7d20a8aace3bcb1a61c5fb8",
"externalId": "NewExternalId",
"profile": {
"surname": "Lawrence",
"givenName": "Corwin",
"locale": "en-US"
},
"metadata": {}
}
}

The V1 API reflects something similar to this:

{
"appUser": {
"surname": "Lawrence",
"givenName": "Corwin",
"signedUpAt": "2021-04-07T18:50:14.148Z",
"hasPaymentInfo": false,
"identities": [],
"_id": "c7d20a8aace3bcb1a61c5fb8",
"userId": "NewExternalId",
"conversationStarted": true,
"clients": {...

And a linked user reflects the below:

{
"users": [
{
"id": 15594370384155,
"url": "https://z3ncorwinlawrenceaw.zendesk.com/api/v2/users/15594370384155.json",
"name": "Web User NewExternalId",
"email": "corwin@corwin.com",
"created_at": "2023-05-19T14:17:30Z",
"updated_at": "2023-06-22T19:44:49Z",
"time_zone": "America/New_York",
"iana_time_zone": "America/New_York",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": true,
"external_id": "NewExternalId",
"tags": []...

If this same Sunshine Conversations user sends a new message, that message is mapped to the Zendesk user shown in the third call, based on the matching externalId.

For more information, see these articles:

Edited May 03, 2024 · Taylor Bowser

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Taylor Bowser commented,

CommentMore integrations

Hi Shameen (Dev)

Thanks for your comment! After creation, the integration will be linked to the Sunshine Conversations app linked to your Zendesk subdomain. However, for new users this will only be accessible via the Conversations Integration page in the Admin Center. 

Only legacy Sunshine Conversation users will have access to the Sunshine Conversations dashboard. 

Hope this helps! 

View comment · Posted May 08, 2023 · Taylor Bowser

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Taylor Bowser created an article,

ArticleHelp with messaging

Issue symptoms

I'm trying to integrate WhatsApp and I'm getting the error: GraphQL server responded with error 3441003: please retry in some time or reach support to get the issue fixed.

Screen_Shot_2022-07-25_at_3.11.58_PM.png

Note: This error may appear without the beginning GraphQL beginning portion and only appear as Please try again in some time or reach support to get issue fixed.

Resolution steps

If you are receiving this error when attempting to integrate WhatsApp by utilizing Social Messaging in Agent Workspaces, it means that you do not have the required business admin role for this business page. You will need to have an approved admin complete the integration steps or add you as an Admin within the Facebook business manager settings.

For more information, see these articles:

Edited Aug 21, 2024 · Taylor Bowser

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Taylor Bowser created an article,

ArticleHelp with messaging

Question

My outbound messages only show one checkmark indicating the message was successfully sent. Why does the delivery status not get updated to two checkmarks indicating that the message was seen by the end user?

Answer

Zendesk doesn't support recording the delivery events for individual messages beyond the window of six hours after the message was sent or if the chat session has ended with the messaging visitor. Chat sessions can end due to the following reasons:

  • Messaging visitor is inactive for more than 10 minutes.
  • Agent updated the ticket status to pending or solved.

If one of the above occurs, the delivery status will not be updated to seen status and only one checkmark will display. 

For more information, see the article: When do chats time out?

Edited Sep 04, 2023 · Taylor Bowser

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Taylor Bowser created an article,

ArticleHelp with messaging

Question

When I look at the ticket events, I see that the ticket in question was routed to a different group by a system update. Why does this happen to my social messaging tickets?

Answer

This is typically because the ticket group specified in the initial routing is not enabled for Chat. Confirm this by navigating to the Chat dashboard and then following this path: Settings > Departments. Once you are on this page, check if the relevant groups have been enabled for Chat.

Chat department settings

 

To ensure tickets are routed correctly, select each group that will be routed social messaging tickets and enable them for Chat.

For more information, see these articles:

Edited Apr 25, 2023 · Taylor Bowser

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