Hello! I'm working with a chatbot that supports live chat there. In the client-side I'm using the web-sdk. But I would like to use Conversation API in order to reach messages in our backend. I read the Conversation API documentation and I saw that there are some limitations using it. One of the limitations is that is recommender to have just one agent if we want to use this approach, because all requests will be redirected to the same agent. In our case, our Zendesk Account has 4 departments with more than one agent connected in each department. We did the test to confirm that behavior and we noticed that it was true. All the new requests of people wanting to be attended were directly to the same agent. That is a problem we want to avoid. So my question here is, Is there anything we can do to avoid that? Thanks!
Please sign in to leave a comment.