Alisa

hello?
on save can intercept agent here:

but we also need to intercept their messages here:
 

is it possible?

Hello Rafael,

Sorry, I think my message wasn’t worded very clear. Yes, we already use ticket.save, but it doesn’t fire when agent is sending a message when they hit enter/click send, for example (chat use case), only if they save the ticket. So we need something that’s like ticket save but triggered on message sent.

Am I missing something?

Is it possible to monitor and intercept sending a message by an agent? Something akin to ticket.save for comments.

Our app tries to make conversations in different languages seamless and we want to be sure that agent didn’t forget to translate their message before sending it, so we need some kind of API to check/translate a message right after agent clicked send (via keyboard shortcuts or interface elements) and before the comment is submitted.

Hi Greg! Thanks, this works!

We tested it with my colleagues prior and somehow thought that ticket.conversation only returns conversation if chat’s already over, but looks like it’s not the case. 

We have an app for zendesk which has an interface in ticket sidebar. We’re trying to integrate it with live chat API, so that it can handle messages from there.
I’m able to generate client id and secret and using them get oauth code through gui.

After that I’m trying to list all the chats via zopim.com/api/v2/chats, but get empty results even when my user is assigned a ticket and participating in live conversation (via conversations simulation) through ticket interface. Ticket via.channel is set to native_messaging.
Are tickets with channel ‘chat’ different from channel ‘native_messaging’?
If not what am I doing wrong and how can I get a list of all chats? Else how can I get/modify chats with ‘native_messaging’ channel? Is there a way to get messaging from inside core apps?