Hi, I am trying to use the API to send the customer's question to another custom API if the resolution bot doesn't have an answer. I couldn't find anything in the docs about this. Is that possible?
If Resolution Bot doesn't know the answer, can I route the conversation to another API?
Best answer by Jamie G
I found out a bit more information on this. It seems that I can probably use the conversation.user.replied webhook to listen for when a user replies then I may be able to parse out the customer's reply to Resolution Bot as well as the conversation ID. Then use the REST API to add replies to the conversation. I'm going to be sending the webhook to an external AI (based on the GPT-3 model) bot that helps answer these questions so I had to create an Intercom app by following your tutorial on how to do that with Glitch then that app sends a POST request to the external API with the conversation.user.replied data. Just the way I have it configured, I don't think I can make it reply back to the webhook within 5 seconds because I saw that is the timeout for those so I'll have to figure that out too but I get why it's set like that.
I tried to find an intercom app that will do this but there are none out there that even compare.
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