Getting "This account is not allowed to access Conversations API" (on Enterprise account)

Answered

8 Comments

  • Yu-Hsuan Chao
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    Hi Sunny,

     

    We've removed the account's access to the Conversations API because it has some bad implementation that's spamming our service. We've observed the account making > 8 start agent sessions per second and all its accompanying subscription requests to our service for over 22 hours, which is totally beyond the normal usage of the APIs.

    We've created a Support ticket that's emailed to you for this issue. Please write to us once you've updated your bot implementation, and we will remove you from the ban to the service :) 

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  • Sunny Garg
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    Hi,

    Thanks Yu-Hsuan Chao for your quick reply. Appreciate.

    We have done optimisations as required for our bot implementation. FYI - we are calling startAgentSession for below scenarios.

    1. When we start our agent application, we do make a call for startAgentSession. 

    2. When we get End Of Signal (EOS).

    Note: - This is very rare to happen but to be safe we have also made sure that two consecutive startAgentSession calls should have at least 2 seconds of gap between them.

     

    Please remove us from the ban to the service.

     

     

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  • Sunny Garg
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    Also can you help us in below.

    Can we capture ZenDesk account id (or any other parameter which identifies our ZenDesk account) from WebSocket message (see below) that we receive when user send it through Web Widget.

    {
    "payload": {
    "data": {
    "message": {
    "node": {
    "id": "W1sibG9jYWxJZCIsIiNzdXBwb3J0Y2hhdDo5NDU2OTcxLXVDaVdaMmI5U3JGVjlyMTU2ODAwNzY1Ny45MDMiXSxbInR5cGUiLCJDSEFUX01FU1NBR0UiXV0=",
    "content": "Hi",
    "channel": {
    "id": "W1sibGNJZCIsIiNzdXBwb3J0Y2hhdDo5NDU2OTcxLXVDaVdaMmI5U3JGVjlyIl0sWyJzY3JpYmVJZCIsIjE5MDkuOTQ1Njk3MS5SYlk3cFhWQlYxNXRLIl0sWyJ0eXBlIiwiVklTSVRPUl9DSEFOTkVMIl1d"
    },
    "from": {
    "__typename": "Visitor",
    "display_name": "Visitor 12348085",
    "id": "W1siYWNjb3VudElkIiwiOTQ1Njk3MSJdLFsibG9jYWxJZCIsInVDaVdaMmI5U3JGVjlyIl0sWyJ0eXBlIiwiVklTSVRPUiJdXQ=="
    }
    }
    }
    }
    },
    "subscription_id": "0935c02a-3a7e-41e8-8b4c-7c21d4ac69bd",
    "sig": "DATA"
    }

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  • Bryan - Community Manager
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    Hi Sunny,

    For Zendesk account information on an integrated account (one that has both Zendesk Chat and Zendesk Support), you'll want to query the Zendesk Support REST APIs for account information. The access token used for Chat Conversations API is used for only that API. For Zendesk REST APIs, you'll want to generate another OAuth token or API key to query those APIs. See Zendesk Support REST API documentation for more: https://developer.zendesk.com/rest_api/docs/support/introduction#security-and-authentication

    The /api/v2/account API or /api/v2/account/settings API endpoints may be of interest with what you're looking for. Keep in mind that the Chat Conversations API operates under a specific agent user, so account information will be the same for every incoming message (meaning once you call one of the above APIs, that information should remain the same for all incoming messages).

    If on the other hand you're thinking of getting more chat Visitor information using the Chat Conversations API, check out this post:

    https://develop.zendesk.com/hc/en-us/community/posts/360033776453-How-to-detect-localization-of-visitors

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  • Sunny Garg
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    Thanks Bryan, really helpful.

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  • Yu-Hsuan Chao
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    Hi Sunny,

    Thanks for your prompt update. To be safe, we'd like to confirm that you are aware of our API concurrency limit - there are current only one web socket connection / url that a bot agent can connect to. If a second connection is made, the first connection is going to be terminated and will emit an EOS. If you try to make yet a third connection when the EOS from the first connection is sent to you, the third connection will then kick the second connection out.

    We will remove your account from the ban list once you confirm that your team is aware of the above limit, and have removed such implementations in your bot if there were any :) 

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  • Sunny Garg
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    Hi Yu-Hsuan Chao,

    We are getting same message "This account is not allowed to access Conversations API" for below account.

    circleslifeassist.zendesk.com

    We have made sure that not more than 1 agent start session calls per second are going from our end. Can you please help us to re-enable this account and please also let us know the root cause so that we can take care now onwards.

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  • Bryan - Community Manager
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    Hi Sunny. Since this looks to be account specific, please submit a ticket, so an advocate can work with you on this directly. Thanks.

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