We're currently implementing a live chat integration using BYOC, leveraging the Sunshine API. One of the key features we're trying to enable is agent routing based on keywords—for example, routing a chat to the "Sales" team when a user mentions "sales".
We understand that agent routing is possible if tags are passed to the ticket. However, in our use case, when an agent is available in Zendesk, we are using the Sunshine API to create a chat session directly. From what we understand, the ticket escalation happens internally during this process.
The challenge we're facing is:
How can we assign routing tags or keywords to the chat (e.g., "sales") at the time of chat creation so that proper agent routing can occur?
We've been stuck on this issue for over two months, and any guidance or examples would be deeply appreciated.
Thanks in advance for your support!
When using the create chat endpoint, is it possible to include routing keywords in the metadata field of the request parameters? For example, can we pass something like a "routing": "sales" keyword in the metadata to influence agent routing?
Refer to the screenshot below for context.
Can you confirm how you're connecting the Sunshine Conversations integration to Zendesk Support for ticket creation? Are you doing so via an AI agent?