Use Ultimate AI Intent params from Zendesk Messaging Android SDK

Hi Catalin! I haven't seen this issue come up elsewhere, but there are some indications of a fix in our release notes for issues similar to this. I can't guarantee that will solve it, so if you do continue to experience the issue after updating, take a look at this article to see what we need to troubleshoot this.

Hello @greg29 and thanks for your reply! 

I've just updated the sdk to latest and it is still not sending the metadata properly. How can I see that the metadata is sent to the agent at least? I can't see it in the agent's chat either. 

I've created some fields from the “Objects and rules” section and then I've added them to a form. The fields are “customer editable” .. should I set them in a different way? 

This is the code I am using:

Zendesk.instance.messaging.setConversationFields(fields)

sleep(2000)

withContext(Dispatchers.Main) {

    Zendesk.instance.loginUser(jwt = zendeskUserData.zendeskUserToken,
    successCallback = { zendeskUser ->

         Timber.i("Zendesk user logged in: $zendeskUser")
         Zendesk.instance.messaging.showMessaging(context)
    },
    failureCallback = { error ->
       Timber.e("Failed to login user to zendesk: $error")
       Zendesk.instance.messaging.showMessaging(context)
    }
  )
}

Just to add a note there, I've tried without the delay and without the ccoroutine, same resoult.. can't see the fields in Ultimate dashboard or Zendesk ticket portal…

Any news in here? Thank you in advance!

Hello @greg29 so it seems that I've had to actually use the id of the params when sending the data from the android SDK. I can see the field being set in the zendesk agent dashboard if I go to the ticket. But I still don't know how to get that information in Ultimate chat session… can someone help me please? Is this even supposed to work from the zendesk Messaging Android SDK? Thank you!

Hello, I found the issue and will copy it from here: https://support.zendesk.com/hc/en-us/requests/13198373

I've managed to find the issue in the meantime. It seems that on Ultimate side, in the action (sunshine conversations task type) that fetches the metadata from the chat I had to pull the fields by appending ‘zen:ticket_field:’ to them. So, to get the field id '123456789' in Ultimate I had to fetch it as ‘zen:ticket_field:123456789’. 

Would have been wonderful to have this information somewhere in zendesk messaging sdk or on Ultimate side in the documentation as it was quite difficult to get to that and I was trying out stuff and saw that zendesk messaging sets the metadata fields prepended with that ‘zen:ticket_field:’ in the debug logs but it was just a guess.