Check Agent Availability During Zendesk Bot Conversations
How can I check agent availability during a bot conversation in Zendesk?
You can check agent availability during a bot conversation by using the bot builder's Make API call and Branch by condition steps. This allows you to branch an existing bot answer based on the number of online agents at the time of the conversation.
To achieve this, the Make API call step retrieves the current count of online agents by calling the Zendesk Real Time Chat REST API's Get Agent Status Count endpoint. The Branch by condition step then uses this count to determine the flow of the conversation. This setup helps in setting better customer expectations around wait or response times before creating a ticket using the Transfer to agent step. For more details, visit theoriginal Zendesk help article.
More related questions
What are the prerequisites for setting up agent availability checks in Zendesk?
Before setting up agent availability checks, ensure you have a Zendesk account with a published messaging bot. You can use a sandbox environment for testing before going live. Additionally, you'll need an OAuth access token for the Zendesk Chat…
How do I create an API connection for checking agent availability in Zendesk?
To create an API connection for checking agent availability, you'll need to store your OAuth access token for the Chat API. This connection allows your bot to authenticate API calls. In the Admin Center, navigate to Apps and integrations, then…
How can I retrieve agent availability using Zendesk's API?
To retrieve agent availability, add a Make API call step to an existing answer in your conversation bot. This step fetches the current count of online agents from the Real Time Chat API's Get Agent Status Count endpoint. In the bot builder, select…
How do I branch a bot conversation based on agent availability in Zendesk?
To branch a bot conversation based on agent availability, use the Branch by condition step in the bot builder. This step allows you to direct the conversation flow depending on whether agents are online. Add a step in the Get agent availability…
How can I test changes to my Zendesk bot after updating it for agent availability?
After updating your bot to check for agent availability, it's important to test the changes to ensure everything works as expected. You can do this by using one of the bot's training phrases in a conversation. Engage with the updated bot in a test…
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