Sendbird Desk notify agent

Sendbird Desk
1

I want a way to be able to notify an agent (who might be offline) that a customer has messaged them. Is there any way to do this? Our product depends on the customer-concierge relationship so ideally we’d want the same agent (aka the concierge) to respond to a customer. We want to make sure they know that the customer is waiting for a response. Any way to trigger an email/SMS to the agent perhaps?

2

@Sameer_Madan,

There is currently no built in/pre-existing functionality that can accomplish this. That being said, we do send webhooks out when the user messages the ticket. You could utilize those webhooks to trigger SMS/Email notifications to the associated user(s) in the channel.

Here is an example of the JSON output from the webhook in a test ticket I just created:

{
  "category": "group_channel:message_send",
  "sender": {
    "nickname": "exampleUser01",
    "user_id": "exampleUser01",
    "profile_url": "",
    "metadata": {}
  },
  "silent": false,
  "custom_type": "",
  "mention_type": "users",
  "mentioned_users": [],
  "app_id": "FAB5130C-30E5-48C5-9AF2-729B6180CA33",
  "sender_ip_addr": "108.227.233.58",
  "members": [
    {
      "is_blocking_sender": false,
      "unread_message_count": 6,
      "total_unread_message_count": 6,
      "is_active": true,
      "is_online": false,
      "is_hidden": 0,
      "channel_mention_count": 0,
      "nickname": "Baymax",
      "is_blocked_by_sender": false,
      "user_id": "sendbird_desk_agent_id_bot_ed4b31ae-c7d8-408a-a7e2-17dc8df02dea",
      "channel_unread_message_count": 1,
      "do_not_disturb": false,
      "state": "joined",
      "push_enabled": true,
      "push_trigger_option": "default",
      "profile_url": "",
      "metadata": {}
    },
    {
      "is_blocking_sender": false,
      "unread_message_count": 35,
      "total_unread_message_count": 35,
      "is_active": true,
      "is_online": true,
      "is_hidden": 0,
      "channel_mention_count": 0,
      "nickname": "exampleUser01",
      "is_blocked_by_sender": false,
      "user_id": "exampleUser01",
      "channel_unread_message_count": 0,
      "do_not_disturb": false,
      "state": "joined",
      "push_enabled": true,
      "push_trigger_option": "default",
      "profile_url": "",
      "metadata": {}
    }
  ],
  "type": "MESG",
  "payload": {
    "custom_type": "",
    "created_at": 1618867840284,
    "translations": {},
    "message": "Hi",
    "data": "",
    "message_id": 6719020274
  },
  "channel": {
    "is_distinct": false,
    "name": "Issue #056",
    "custom_type": "SENDBIRD_DESK_CHANNEL_CUSTOM_TYPE",
    "is_ephemeral": false,
    "channel_url": "sendbird_group_channel_122777072_8039879575de41cbe04b0fff3d62d47f5f3c12f0",
    "is_public": false,
    "is_super": false,
    "data": "",
    "is_discoverable": false
  },
  "sdk": "JavaScript"
}
``
3

I’d love to see this become reality, so I’m commenting to follow the evolution of this request :slight_smile: