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Add Clip/Flow to an Ultimate bot
Add Clip/Flow to an Ultimate bot
Alessandro Angioni avatar
Written by Alessandro Angioni
Updated over 2 weeks ago

SnapCall can be integrated into an Ultimate configuration in several ways. Below are two recommended approaches:

Asynchronous (Async) Method

For asynchronous conversations, you can embed Clip/Flow inside a webview of your Zendesk Messaging widget. This allows customers to add media directly from the widget, creating a new ticket that will be handled by an agent.

Setup Instructions:

  1. Copy your Public Page link here and append the following formula:

    rubyCopyEdit?supportType=recordVideo

  2. Open your Ultimate dashboard and either edit an existing Intent reply or create a new one.

  3. In the Flow Builder, add a new AI Agent message step and create an action.

  4. In the pop-up window, set:

    • Target: Sunshine conversation

    • Task: Add a webview

  5. Configure the fields as follows:

    • Message text: Customize a message informing customers that they will need to record a video.

    • Button text: Label for the button that will open SnapCall’s webview.

    • URI field: Insert your SnapCall link.

    • Fallback field: Add your Public Page link without ?supportType=recordVideo.

  6. Save your changes.

This configuration allows customers to access SnapCall in a webview, upload media, and automatically generate a new Zendesk ticket.

Synchronous (Sync) Method

For real-time conversations, you can still embed Clip/Flow inside a webview but also allow direct agent transfer. You can further enhance automation by extracting AI outputs from SnapCall, storing them as variables, and using them for conditional logic.

Setup Instructions:

  1. Copy your Public Page link and append the following formula:

    rubyCopyEdit?supportType=recordVideo&ticket=smooch_{{conversation_id}}

  2. Open your Ultimate dashboard and either edit an existing Intent reply or create a new one.

  3. In the Flow Builder, add a new AI Agent Step and create an action.

  4. In the pop-up window, set:

    • Target: Sunshine conversation

    • Task: Get conversation metadata

  5. Configure the field:

    • Field to retrieve: id

    • Save as parameter: conversation_id

  6. Save your changes and add a new action within the same step. Set:

    • Target: Sunshine conversation

    • Task: Open a webview

  7. Configure the remaining parameters:

    • Message text: Inform customers they need to record a video.

    • Button text: Label for the button opening SnapCall’s webview.

    • URI field: Insert the SnapCall link.

    • Fallback field: Add your Public Page link without ?supportType=recordVideo.

  8. Add a Visitor Message Step after the AI agent message step, configured as Free Text Written.

  9. In the same step, create another action with:

    • Target: Sunshine conversation

    • Task: Get all conversation metadata

    • Save as parameter: conversation_metadata

This setup allows customers to record media via SnapCall, and Ultimate will store conversation metadata in a dedicated variable. You can then use these metadata to build further automation, such as adding condition steps in the flow.

Finally, ensure the conversation is escalated to an agent if necessary, so a Zendesk ticket is created and handled accordingly.

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