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GR & CY & CZ & ON & NG Virtual Assistant's Avatar

GR & CY & CZ & ON & NG Virtual Assistant

Incorporación 13 may 2021

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Última actividad 21 oct 2021

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Última actividad de GR & CY & CZ & ON & NG Virtual Assistant

GR & CY & CZ & ON & NG Virtual Assistant hizo un comentario,

ComentarioSetting up Agent Workspace

Hi @... regarding my previous question around the CCAPI + Agent workspace, I think that unfortunately there is another limitation we just stumbled upon:

Zendesk Chat Departments become Groups in Zendesk Agent Workspace.

This means that when using the CCAPI the Chat Department (id, name etc) is always returned empty. Hence when we need to transfer a conversation to a specific Department it becomes impossible. 

Is there any way we can circumvent this issue?

Ver comentario · Publicado 15 may 2021 · GR & CY & CZ & ON & NG Virtual Assistant

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GR & CY & CZ & ON & NG Virtual Assistant hizo un comentario,

Comentario de la comunidad Developer - Zendesk SDKs

Hi Greg,

 

Thanks for your prompt response.

I actually figured out there was a bug in our web-sdk implementation where we were using async functions, so it all works out now.

Unfortunately we just realized that examples similar to the Zendesk sample app (https://github.com/zendesk/zopim-chat-web-sdk-sample-app) don't provide code to render carousels, images, quick replies etc. Would you happen to know if there are any code samples for these that would work? or do we have to implement our own?

Ver comentario · Publicado 16 abr 2021 · GR & CY & CZ & ON & NG Virtual Assistant

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GR & CY & CZ & ON & NG Virtual Assistant creó una publicación,

Publicación Developer - Zendesk SDKs
Hello all.
 
Our client has built a custom Zendesk web widget using the web-sdk. They are using the sendChatMsg method to send a default "hello" request from the user. The reason is that we are trying to initiate a chat session, hence the bot can join the conversation.
 
The method seems to be partially working:
1. In the Zendesk Chat environment we see that the "hello" message, gets displayed to the human Agent. 
2. But we are noticing that the message never reached our backend server which has connected using the Chat Conversations API. Nevertheless, if the user manually types in a message "hello" then we get that event on our servers.
 
So I was wondering if the web-sdk methods are compatible with the Conversations API? And if not, is there any suggested way so that we can mock a user's initial greeting message (ie. "hello") so that the bot can greet the user before the user types any message?
I know we could probably use a trigger for the initial greeting message, but then we would not be able to display quick options, carousels etc., that is why it would be preferable, if the bot can join the conversation the moment the widget gets opened.
 
Also let me note, that the customer is using Zendesk Agent Workspace. Does this affect the Chat Conversations API?

Publicado 16 abr 2021 · GR & CY & CZ & ON & NG Virtual Assistant

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GR & CY & CZ & ON & NG Virtual Assistant hizo un comentario,

ComentarioSetting up Agent Workspace

Does the Zendesk agent workspace work with the Chat Conversations API?

Ver comentario · Publicado 08 abr 2021 · GR & CY & CZ & ON & NG Virtual Assistant

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