[Zendesk] - How to collect content recognition + Data extract from SnapCall?

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.

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:

Each Key corresponds to the AI skill ID located on the AI skill on the SnapCall dashboard. You can copy it by clicking on the 3 dots next to the specific AI skill.

If multiple media files are expected per step, you should specify the media number by adding another suffix. For example:

​snapcall_skill_{skillId}1_2

if only one step with one single media you should enter snapcall_skill_{skillId}_1_1

You can find the keys for your custom fields in the Zendesk Admin Center under Tickets > Fields.

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:

You can now continue your configuration and use these variables like any other collected earlier or later within the flow.

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: