With Confirmation request message, you can ask your customers for confirmation of ticket closing by providing two different options such as the confirm or decline buttons. The message is customizable in Settings > Triggers on the Sendbird Dashboard.
Note: Depending on the permissions set in Settings > Automation on the Sendbird Dashboard, agents can directly close a ticket or close a ticket after sending the confirmation request message.
Confirmation request messages can have three types of states as below:
Set when an agent sends a confirmation request message.
Set when a customer confirms to close a ticket.
Set when a customer declines to close a ticket.
To reply to a confirmation request message, call the
ticket.confirmEndOfChat() method on a client app. When a customer chooses one of the two options, the response true or false is sent to the Desk server as
Sendbird server notifies the updates to your app through the
onMessageUpdate() method of the channel event handler. You can implement your code to customize the UI of the updated message depending on the confirmation status.
You can find the stringified
JSON object of the following in the
message.data property within the
onMessageUpdate() of the channel event handler.