We have a chatbot set up to subscribe and respond to all chat messages. When the chatbot is unable to provide an answer (or if the customer requests to speak to an agent), the chatbot hands the chat off to a human agent. The issue is that right now, we also use zendesk messages to service on our company Facebook and Twitter account. The chatbot is now responding to all messages coming in from our Facebook Page, which we do NOT want. Looking through the conversations API, we don't see a way for our chatbot to determine whether a channel is a Facebook chat or a regular chat, and further prevent the bot from responding to Facebook chats?
Does anyone have an idea on how we prevent our chatbot from responding to Facebook messages? A few options we tried:
1. Create a trigger to add tags to all social media chats. Then have our chatbot ignore tickets with the social media tag. This didn't work since the conversations API doesn't support fetching a list of tags belonging to a chat ticket.
2. Use the Conversations API to get the ticket ID for the chat ticket and then use the Chat API to check for tags on ticket. Once again, we found that the Zendesk ticket ID for a chat isn't exposed through the conversations API either. The unique identifier used in the Conversations API is the `channel_id` which we can't use to fetch information from the chat API.
3. Only have our chatbot respond to messages that are placed in a specific department. We could use a trigger to route all conversations except social into the chatbot's department. This didn't work since the Conversations API doesn't provide a way to view what department a chat is in. It only offers a way to move a chat to a certain department.
Any thoughts on whether any of the three alternatives are possible? How else can we prevent our chatbot from responding to chats coming from our Facebook page?
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