Ofer Razon

Hi , 

I developed an external bot backend that gets the web messaging "Conversation Creation" and "Conversation Message" events via webhook through the SunCo API. The bot responds to the user with the relevant answers but at some point might decide to hand it over to an agent, via the SwitchBoard "Pass Control" method. All works well besides one thing - the ticket on teh agent side is created with a newly created user, so no history is seen for previous tickets etc. I am able to pass a custom-field data that is kept ont he ticket level but this doesnt help me with the user mapping.
I am looking for ways to mitigate that. One suggestion made here was to use an external code to merge the newly created user with an existing one based on my custom field data. This is fine but I found that when i try to do the merge immediately after the creation - it usually fails.
Is there any option for me to update another metadata piece of the conversation where I will specify the "external_id" of the user and then the ticket will be mapped to the right existing user?
Alternatively - I am also ok with using the email field, so even if i dont know the user's email - i can create a dummy one that will be consistent across the user sessions. But I fail to see where do i add these identity information pieces to the conversation.
Any guidance?