The setup is as follows:
1. Facebook Messenger is connected to a bot which initiates the conversations and handles automated responses.
2. When a human agent needs to intervene we currently use the Facebook Handover protocol to send messages to the Facebook page inbox.
What we would like to do is change step (2) and instead of sending the conversation to the Facebook Messenger Inbox, route it to Zendesk Chat through the Zendesk Chat Conversations API.
This seemed to be easy to do by using something similar to this Zendesk Article https://support.zendesk.com/hc/en-us/articles/360022368313-Setting-up-bot-handover-using-Facebook-Messenger-handover-protocol . Unfortunately this method was deprecated on Oct. 30th 2020 in favor of using Social Messaging Add ons which only work with Support.
What we have considered so far as possible solutions are:
a) We implement a layer that contains the handover logic and also keeps track of wherther to route the request to the Bot or Zendesk (implementation-heavy, cannot use Facebook handover which already does all that)
b) We use Zendesk Sunshine (much more expensive + cannot use Zendesk Chat API)
Are there any better suggestions than (a),(b) on how we can implement this use-case assuming we still want to use Zendesk Chat Conversations API?
Any help would be much appreciated!
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