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Zendesk Messaging User Context

  • September 21, 2022
  • 1 reply
  • 0 views
Carlton11

Hi All,

I'm looking for a way to provide the support agents context about the user and their intent when they enter the chat flow. For instance, if we were a package tracking app, we'd want the user to look at the shipment details to search for their answer first. When they don't find what they need or see an issue with the shipment, the would select "report an issue" on that screen. We'd want to avoid asking the user for specific generic questions such as "what is the tracking number" and provide this data directly to the customer support rep.

Is this possible? Only thing I've found is pages viewed and that's not super helpful as it could change based on other user actions in the app.

Any ideas or is this simply not possible?

    1 reply

    O
    • Onur14
    • September 23, 2022

    Hi Carlton,

    We currently don't have the capability to pass metadata (such as a tracking number) via the Messaging SDK. However, this feature is in our backlog, and we will be working on it soon.
     
    In the meantime, there is another way your agents can access this kind of user information. If you authenticate your users and integrate your systems with Agent Workspace via the sidebar apps, then your agents will be able to access user info, such as purchases, shipments, etc. on Agent Workspace. Hope this helps.
     
    Thanks,
    Onur
     
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