Alexander Yurpolsky

Hey everyone,

I followed this guide to integrate a Zendesk messaging bot with the Chat API. Here’s what I did:

✅ Set up a conversation bot and generated an OAuth token
✅ Created an API connection to authenticate requests
✅ Added a Make API Call step to retrieve agent availability
✅ Attempted to branch the bot’s flow based on the agents_online variable

However, I’m facing an issue at the Branching based on agent availability step. The agents_online variable doesn’t exist, even though my API call to https://rtm.zopim.com/stream/agents/agents_online returns a 200 status code. 

The response I get:

{
 "content": {
   "data": {
     "agents_online": null
   },
   "department_id": null,
   "topic": "agents",
   "type": "update"
 },
 "status_code": 200
}

The value of "agents_online" is always null, even when an agent is online.

Additionally, I noticed that the step "Under Test Data, enter Melbourne, AU as the Location" does not appear in my bot configuration—I don’t have an option to enter Test Data at all.

I've opened a ticket with Zendesk support, but they keep transferring me between agents without a clear resolution.

Has anyone encountered this issue? Any suggestions on how to resolve it?