This guide explains how to extract SnapCall content recognition and metadata for use with Ultimate bot, enabling you to build advanced automations and automatically populate Zendesk ticket custom fields. The process can be broken down into three main steps.
Get custom field after media upload
Conversation fields need to be configured within Admin Center to allow their values to be set by an end user when the fields are created. Conversation tags do not need any prerequisite steps before the metadata API can be used.
Once the media has been saved in your WebView, the next step is to retrieve the associated Zendesk custom fields from the conversation.
Select any step, then click on the button 'Add/Edit action' from the right side of the screen, you will be shown a pop up menu with a blue button on the top right side of the screen. Click there to continue.
In the pop-up configuration window, define the fields exactly as shown below:
Target:
Sunshine ConversationsTask:
Get conversationField to retrieve:
(Metadata)Key:
zen:ticket_field:IDSave as parameter:
ID
Each Key corresponds to a Zendesk custom field you want to retrieve, and each Save as parameter defines how that field’s value will be stored inside the bot for later use.
You can find the keys for your custom fields in the Zendesk Admin Center under Tickets > Fields.
Get content recognition
Similarly to step 1, we will focus now on collecting and storing the content recognition by SnapCall as a variable, so that they can be used further into your bot configuration.
Select any step, then click on the button 'Add/Edit action' from the right side of the screen, you will be shown a pop up menu with a blue button on the top right side of the screen. Click there to continue.
In the pop-up configuration window, define the fields exactly as shown below:
Target:
Sunshine ConversationsTask:
Get conversationField to retrieve:
(Metadata)Key:
snapcall_descriptionSave as parameter:
content_recognition
You can now continue your configuration and use these variables like any other collected earlier or later within the flow.
Update custom fields
The “Update custom fields” action is the final step that allows the fields to be populated when the ticket is created.
Select the last step of your configuration (esclation), then click on the button 'Add/Edit action' from the right side of the screen, you will be shown a pop up menu with a blue button on the top right side of the screen. Click there to continue.
In the pop-up configuration window, define the fields exactly as shown below:
Name :
Update custom fieldsTarget:
Sunshine ConversationsTask:
Update conversationField to retrieve:
(Metadata)Key:
keyIDValue: {{ID}}
