Apps framework - Talk events
답변함Hello
Is there a way to develop an app using the framework that can intercept Talk events?
Here is a rough outline of what we'd like to accomplish:
1) Call comes inbound to talk
2) app intercepts incoming call event and incoming phone number
3) app opens browser window in another web-based sass product (built by our internal team) 192.168.10.1 10.0.0.0.1 192.168.1.254
4) our product calls the talk api for the zendesk customer record
The problem is I cannot find the documentation for the events related to talk. This guide for example, seems to suggest there are events to incept. How do I find them?
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Hi James,
There isn't an apps framework event that detects inbound calls. But there are some native behaviors that might be helpful to leverage. When an agent accepts an inbound call, a ticket is created (with the caller set as the ticket's requester) and opened in the agent's browser.
You can use that fact to create a ticket sidebar app that loads your internal web app within the Zendesk ticket sidebar app's iframe. Your app would be able to use ZAF Client APIs to check the the source of the ticket to determine whether it was created via an inbound call. It's also possible to get the caller data by retrieving the ticket's requester.
Best,
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