Documentation

Send Zendesk Chat Conversations Structured Message

All five types of Zendesk Chat structured messages are supported.

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Screenshots: https://support.zendesk.com/hc/en-us/articles/360022184394

Action Inputs:

    1. env: The Flow Environment (eu/us/dev/qa)
    1. flow_id: The flow linked to the Zendesk account key
    1. zendesk_account_key: Zendesk Chat Account Key
    1. channel_id: The Zendesk conversation channel id—same as the DG conversation external_id.
    1. structured_message: The structured message JSON. Supported types: quick_replies, button_template, panel_template, panel_template_carousel, list_template.

Quick Replies example

{
  "structured_message_type": "quick_replies",
  "message": "Choose a reply!",
  "replies": [
    {
      "text": "Option 1?",
      "action": {
        "value": "1"
      }
    },
    {
      "text": "Option 2?",
      "action": {
        "value": "2"
      }
    },
    {
      "text": "Option 3?",
      "action": {
        "value": "3"
      }
    },
    {
      "text": "Option 4?",
      "action": {
        "value": "4"
      }
    },
    {
      "text": "Option 5?",
      "action": {
        "value": "5"
      }
    }
  ]
}

Button Template example

It supports 2 kinds of actions: QUICK_REPLY_ACTION and LINK_ACTION.

{
  "structured_message_type": "button_template",
  "message": "Press on a button!",
  "buttons": [
    {
      "text": "Button 1",
      "action": {
        "type": "QUICK_REPLY_ACTION", 
        "value": "1"
      }
    },
    {
      "text": "Button 2",
      "action": {
        "type": "QUICK_REPLY_ACTION", 
        "value": "2"
      }
    },
    {
      "text": "Button 3",
      "action": {
        "type": "LINK_ACTION", 
        "value": "https://example.com"
      }
    }
  ]
}

Panel Template example

{
  "structured_message_type": "panel_template",
  "buttons": [
    {
      "text": "Button 1",
      "action": {
        "type": "QUICK_REPLY_ACTION", 
        "value": "1"
      }
    },
    {
      "text": "Button 2",
      "action": {
        "type": "QUICK_REPLY_ACTION", 
        "value": "2"
      }
    },
    {
      "text": "Button 3",
      "action": {
        "type": "LINK_ACTION", 
        "value": "https://example.com"
      }
    }
  ],
  "panel": {
    "heading": "Heading",
    "paragraph": "Optional paragraph",
    "image_url": "https://d1q6f0aelx0por.cloudfront.net/product-logos/644d2f15-c5db-4731-a353-ace6235841fa-registry.png",
    "action": {
      "value": "https://example.com"
    }
  }
}

Panel Template Carousel example

{
  "structured_message_type": "panel_template_carousel",
  "items": [
    {
      "buttons": [
        {
          "text": "Button 1",
          "action": {
            "type": "QUICK_REPLY_ACTION",
            "value": "1"
          }
        },
        {
          "text": "Button 2",
          "action": {
            "type": "QUICK_REPLY_ACTION",
            "value": "2"
          }
        }
      ],
      "panel": {
        "heading": "Heading 1",
        "paragraph": "Optional paragraph 1"
      }
    },
    {
      "buttons": [
        {
          "text": "Button 1",
          "action": {
            "type": "QUICK_REPLY_ACTION",
            "value": "2"
          }
        },
        {
          "text": "Button 2",
          "action": {
            "type": "LINK_ACTION",
            "value": "https://example.com"
          }
        }
      ],
      "panel": {
        "heading": "Heading 2",
        "image_url": "https://d1q6f0aelx0por.cloudfront.net/product-logos/644d2f15-c5db-4731-a353-ace6235841fa-registry.png",
        "action": {
          "value": "https://example.com"
        }
      }
    }
  ]
}

List Template example

{
  "structured_message_type": "list_template",
  "buttons": [
    {
      "text": "Button ",
      "action": {
        "type": "QUICK_REPLY_ACTION",
        "value": "1"
      }
    }
  ],
  "items": [
    {
      "heading": "Heading",
      "paragraph": "Optional paragraph",
      "image_url": "https://d1q6f0aelx0por.cloudfront.net/product-logos/644d2f15-c5db-4731-a353-ace6235841fa-registry.png",
      "action": {
        "value": "https://example.com"
      }
    },
    {
      "heading": "Heading",
      "paragraph": "Optional paragraph",
      "image_url": "https://d1q6f0aelx0por.cloudfront.net/product-logos/644d2f15-c5db-4731-a353-ace6235841fa-registry.png",
      "action": {
        "value": "https://example.com"
      }
    }
  ]
}

References:

Updated about 1 year ago