Handling Missing Customer Info in JWTs for Zendesk Bots
What should I do if my JWTs don't include a customer's name or email?
If your JWTs don't include a customer's name or email, avoid using the Provided name and Provided email variables. It's recommended to update your JWTs to include this information for better customization of bot responses.
More related questions
How do I enable messaging metadata variables in Zendesk bots?
To enable messaging metadata variables, an admin must create a signing key for JWTs. This feature is not enabled by default and is available only for the Web Widget and mobile SDK channels. For more details on setting up messaging authentication,…
What are the supported messaging metadata variables in Zendesk bots?
Zendesk bots support specific messaging metadata variables like Provided email, Provided name, Authenticated external ID, and Authenticated status. These variables are predefined and cannot be changed. They are used to customize bot responses based…
Can I use Provided name and Provided email variables for unauthenticated customers?
No, the Provided name and Provided email variables are empty for unauthenticated customers. These variables should not be used in answer steps for unauthenticated customers as they rely on data from JWTs, which may not include this information.
How can I build a bot answer flow for both authenticated and unauthenticated customers?
To create a bot answer flow for both customer types, use a Branch by condition step to check the Authenticated Status variable. Only include messaging metadata variables in branches where Authenticated Status is true, ensuring the flow accommodates…
What are the best practices for using messaging metadata variables in Zendesk bots?
When using messaging metadata variables, ensure JWTs include necessary customer information. Use Branch by condition steps to handle different authentication statuses and avoid unnecessary data collection for authenticated users.
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