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Marius Wilhelmi
Joined Apr 15, 2021
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Last activity Feb 08, 2024
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Latest activity by Marius Wilhelmi
Marius Wilhelmi commented,
Since we also work with the problem ticket workflow, maintaining Explore dashboards about problem tickets is quite a pain. Since the ticket subjects cannot be automatically populated in Explore, our Explore specialist has to continuously add the titles by hand, e.g. in the legend of a graph, otherwise, no one can make any use of these dashboards. I hope for an update regarding the future roadmap since problem tickets are such an essential feature and something we need to closely monitor in our dashboards.
View comment · Posted Jan 24, 2024 · Marius Wilhelmi
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Marius Wilhelmi commented,
We have received very positive feedback from our agents about the macro shortcuts. However, if you introduce a new feature, agents want to have more of this :-). As Brandon D. mentioned above, I also received requests from our agents to include the knowledge base to enable them to insert article links in a similar manner.
View comment · Posted May 26, 2023 · Marius Wilhelmi
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Marius Wilhelmi commented,
Thanks for the answer, Greg. As a workaround, I will then let the chatbot send a short instruction on how the user can log in at the page header. After the login, the help center page will be reloaded automatically, so that the chatbot then can recognize that the user is now logged in.
View comment · Posted Mar 10, 2021 · Marius Wilhelmi
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Marius Wilhelmi created a post,
I would like to ask users to sign-in during a chat conversation, only if this is required for solving a support case. Since we have SSO enabled on our website, this usually requires users to follow a redirect link to sign in to our website and then automatically come back to the page they were in the help center.
I did not find a way to create a link with the conversation API which would not open a new browser tab. Therefore I cannot implement a redirect link so that users would come back to the previous page and then continue with their chat session within the same window.
Is there a way to present a link in a message that does not open in a new tab, or is there any other advice on how I can realize a user login during a chat session using SSO?
Posted Mar 03, 2021 · Marius Wilhelmi
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Marius Wilhelmi commented,
I have now tried to create another Chat API token while signed in with the chatbot agent credentials. Interestingly, one agent cannot see the tokens of another agent, so even when I am signed in as the Zendesk owner, I cannot see a token created by the chatbot agent, which I find a bit worrisome in regards to missing transparency.
However, the client id and client secret from the chatbot account return a 401 - invalid_client error. I switched the tokens several times and verified that the one created from my own Zendesk account work and the other one doesn't. Here is btw. part of the code I used for authorization:
const zendeskSupportAuth = require(path.resolve(__dirname, "./zendesk_support.json"));
const zendeskChatClientId = zendeskSupportAuth.chat_client_id;
const zendeskChatClientSecret = zendeskSupportAuth.chat_client_secret;
const zendeskSubdomain = zendeskSupportAuth.instance_uri_sandbox;
const url = 'https://www.zopim.com/oauth2/token';
const data = {
grant_type: "client_credentials",
client_id: zendeskChatClientId,
client_secret: zendeskChatClientSecret,
scope: "read write chat"
}
const formData = encodeFormData(data);
request.post(url)
.set('Content-Type', 'application/x-www-form-urlencoded')
.send(formData)
.then(res => {
console.log('ZENDESK CHAT AUTHORISATION SUCCESSFUL ' + JSON.stringify(res.body));
access_token = res.body.access_token;
startAgentSession();
return true;
}).catch(err => {
return console.log(JSON.stringify(err));
});
View comment · Posted Jan 29, 2021 · Marius Wilhelmi
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Marius Wilhelmi commented,
Hi Greg,
thanks for your swift reply.
I already have a dedicated Zendesk agent licensed assigned to my chatbot. I am not yet sure what you mean exactly by "associate the credentials with that agent". I am using the "Client credentials grant type" as described on this page:
https://developer.zendesk.com/rest_api/docs/chat/auth
It says on this page about the password grant type: This grant type is only supported on Chat-only accounts. It's not supported on Chat+Support accounts. Since we have a Chat+Support account, the password type does not seem to be possible. Is this the workflow you are referring to? I do not see though where I associate the credentials with the chatbot agent.
View comment · Posted Jan 25, 2021 · Marius Wilhelmi
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Marius Wilhelmi created a post,
I currently implement a chatbot in our help center based on Google’s Dialogflow technology. This works already well, when I put myself as a chat agent into the department I want to use for the chatbot. However, if I remove myself from this department and put any other agent into it, the chat widget stays in offline mode, so that a user cannot start a chat.
Here is the relevant code for this issue.
Help Center:
window.zESettings = {
webWidget: {
chat: {
departments: {
enabled: ['NI Service Bot']
}
},
contactForm: {
suppress: true
},
helpCenter: {
suppress: true
}
}
};
Conversation API (Node JS):
if(type === 'updateAgentStatus'){
graphQlQuery = {
payload: {
query: `mutation {
updateAgentStatus(status: ONLINE) {
node {
display_name
id
name
}
}
}`
},
type: "request",
id: REQUEST_ID.UPDATE_AGENT_STATUS
};
logMessage = "[updateAgentStatus] Request sent";
}
webSocket.send(JSON.stringify(graphQlQuery));
console.log(logMessage);
However, when I log the data coming back, I always see that it uses my account for this graphQL query and not the one from the agent I put into the chatbot department. How can I change this?
I have seen a comment from Bryan here that might indicate that it matters under which Zendesk account the OAuth access token was created:
https://develop.zendesk.com/hc/en-us/community/posts/360051528933
Does this mean I need to log in with the chatbot credentials and generate a new OAuth token then? I was under the impression that an OAuth token is not user-specific and if so, I would expect to see some information in the Chat console about the user who has created the OAuth token.
Thanks for any help pointing me in the right direction!
Posted Jan 22, 2021 · Marius Wilhelmi
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Marius Wilhelmi commented,
I share the sentiment that the current way to send the pure URL in a message is not enough.
I currently work on a chatbot implementation with the Zendesk web widget and realized that this limitation concerns also the Chat APIs. As a result, there is not really a good way to send links from the Zendesk knowledge base to customers in a chat message. In our case, we would like to present the clickable title of an article in the customer's language instead of the hard to read pure url.
At the moment I try to use the button template for this purpose, however, as you can see in the following screenshot, the article titles are cut off and are only fully visible when you hover the mouse pointer above a link:
Since the other structured message types have similar limitations, I can only conclude that you want to reserve this feature for your own answer bot integration where you offer these possibilities already:
https://support.zendesk.com/hc/en-us/articles/360024549853
View comment · Posted Jul 23, 2020 · Marius Wilhelmi
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