Zendesk Chat Rest API - Send message as a visitor

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5 Comments

  • Joey
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    Hi Amit-

    There isn't an API call at this time to accomplish the task of sending a message as your end-user. I reached out to our chat team for some more clarification as to the why, and will let you know if they have anything further to share.

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  • Austin Jones
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    @... Has this been answered or resolved? I am needing to be able to send messages via the sdk as a visitor. I saw where web sockets were setup for agents but is there one for visitors?

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  • Bryan - Community Manager
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    Hello Austin. The Chat Conversations API has not changed in any fundamental way since the above post. It allows you to create a chat bot that talks to end users and optionally hand off that chat to an agent.

    You mention wanting to send messages via the SDK as a visitor -- can you clarify your use case?

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  • Andrii Hook
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    Hello, Bryan, Austin, Joey, and Amit.
    Looks like I need it too. So question a very simple:
    Is there some API (Chat API or other) to send messages and receive answers as visitors?
    Or the only way to sending messages is Zendesk Chat?

     

     
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  • Bryan - Community Manager
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    When an end user/customer needs to chat with an agent (either a live agent or an automated/chatbot agent), it's done through the Web Widget.

    The Chat REST APIs are to setup and access resources surrounding chats but are not used to actually start or manipulate live chats; live chats are done dynamically through web sockets by the web widget only.

    You can get a degree of more control over the widget's functionality (versus the out-of-the-box one) by developing your own chat web widget, too — see the Zendesk Chat Web SDK for more.

    I hope that clarifies and sets expectations on what's available.

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