Jeff Q

Is there any way to do a bulk upload via API to add a secondary email if the user database we are using to populate Zendesk user profiles has two emails (lets say personal email and work email? 

Our organization provides a SAAS platform for employers to provide benefits to their employees. We want to build out our knowledge base so we can leveraged AI Agents, Message (chat) bots, and other AI tools. We want to ensure that users outside of our platform cannot see these articles but we do not want to have the users take an additional step to log into Zendesk to see the articles. Additionally, we do not want any random person to be able to create a Zendesk Guide account to be able to view our articles that would be protected behind the login. 

How can we connect our own database to authenticate if a user is logged into our platform to both provide them access to the private knowledge base articles and not have them have to log into Zendesk on their end to view them. 

Additionally, we want to connect our user database to zendesk so we can auto-populate user profiles in Zendesk, can you provide the article for this? 

To add to this, we have agents available and online, we just have too many chats coming in to address these quickly. This would not fall under the No Agents Available API type flag from the old chat system as I have agents online. 

In the prior chat platform, there were automatic triggers settings where you could trigger a chat based on a user waiting for an agent to take the chat. Example, - if no chat or reply in X seconds, send a message to tell the user that they will receive a reply soon. 

How can something like this be set up with the new Message Bot system? We have users who request to speak with an agent but during times of volume spikes to our platform, we may not have an agent ready to take a chat as they are already working on multiple chats. How can we set up a message that automatically replies to the user that an agent will be with them shortly so they do not keep asking if someone is there? 

This would work like this:
user chats in via message system. 
They ask to speak to a human
Message bot triggers answer to send them to an agent
All my agents are busy and after X seconds, it triggers a message to the user that we are working on getting an agent to them.