Receive and send message through the API

8 Comments

  • Greg - Community Manager
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    Hi Remy Alves Dos Santos! If you are looking to respond to a chat via the API, you will need to utilize the Sunshine Conversations APIs, specifically Messages. If you have  any questions about these APIs, please let me know and I'll be happy to help out.

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  • Remy Alves Dos Santos
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    Thank you for your answer Greg!

    I checked the API, it seems to get closer to what I want. I'm not sure how all of that works though, and the more I read the less precise it gets.

    From my Zendesk support page, how do I access the sunshine part?

    Also, it seems like Zendesk sunshine is only available to company with the "support enterprise" package minimum.  Does that mean I can't integrate with any company that can't afford $100 / agent / month?

    Is there no easier solution to just be able to send an answer in that box (cf: screenshot)

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  • Remy Alves Dos Santos
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    Any news on that?

    We have couple customers asking us if we can integrate our system with them if they decide to go with Zendesk...

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  • James E Mann
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    Greg - Community Manager can you help Remy? We have the same challenge and have the same questions. Is there no way to do this with the chat API for example?

     

    https://developer.zendesk.com/rest_api/docs/chat/chats

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  • Remy Alves Dos Santos
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    Hey guys, it's been a little while with no answers. Is there any news on this issue?

    1
  • James E Mann
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    I would love an update on this too.  It is a pretty common requirement - I need to know a) is it possible, b) which APIs to use (docs are very confusing) and c) which licenses are required

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  • Robert Fallon
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    Looks like there is no response from Zendesk. I am beginning to think if they even value the partners on their platform. 

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  • James E Mann
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    Robert Fallon if it helps we have been through a similar process specifically to support connecting our bot to Zendesk. Zendesk don't support webhooks but they do facilitate the same behaviour through a websocket API-> https://developer.zendesk.com/rest_api/docs/chat/conversations-api. 

    It's not as convenient or straightforward as webhook because it requires an active service to maintain the connection, but once you have the plumbing in place it does work reliably.  (It also uses graphql which isn't as ubiquitous as rest + json.)

    It requires an "enterprise" license on their chat product.

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