Quick Replies displaying as Fallback after rejoining chat

5 Comments

  • Joey
    Comment actions Permalink

    Hi Alex-
    I asked our engineering team about this, I will update you when I receive a reply.

    0
  • Joey
    Comment actions Permalink

    Hi Alex-

    May I ask if you might provide us with a screenshot/video of the issue as well as the request payload when sending structured message through the Conversations API?

    0
  • Alex
    Comment actions Permalink
    1. Quick Reply response initially delivered.
    2. Quick reply response chosen
    3. Chat ended from client side
    4. Page refreshed, chat re-opened and new chat started by client.
    5. Scroll up  to view old messages, quick reply displays as fallback. (History still visible upon scrolling up as chat authentication implemented as per https://support.zendesk.com/hc/en-us/articles/360022185314-Enabling-authenticated-visitors-in-the-Chat-widget#topic_n3q_cvq_4fb)

     

    Here is a sample request (channel ID is fake placeholder):

     

    "{"payload":{"query":"\n mutation ($quickReplies: [QuickReplyButtonInput!]!, $message: String!, $fallbackMessage: String!) {\n sendQuickReplies(\n channel_id: \"1\",\n msg: $message,\n quick_replies: $quickReplies,\n fallback: {\n msg: $fallbackMessage\n }\n ) {\n success\n }\n }\n ","variables":{"quickReplies":[{"action":{"value":"Yes"},"text":"Yes"},{"action":{"value":"No"},"text":"No"}],"message":"Is there anything else I can help you with?","fallbackMessage":"*STRUCTURED MESSAGE FALLBACK FOR LOGS*\nIs there anything else I can help you with?\n - Yes\n - No"}},"type":"request"}"

    0
  • Joey
    Comment actions Permalink

    Hi Alex-

    Our team has identified the cause and will be releasing a fix. I don't have an exact date at this time.

    0
  • Alex
    Comment actions Permalink

    Thank you!

    0

Please sign in to leave a comment.

Powered by Zendesk