Question

Can I use a Zendesk bot and a third-party bot in Web Widgets of different brands?

Answer

When you install a third-party bot in messaging, this bot becomes the main bot for all messaging channels. Because all messaging channels are under the umbrella of the same Sunshine Conversations app, they will follow the switchboard to the same default business system integration.

If you need different behavior based on the channel, the third-party bot developer needs to look at the source integration and pass control to the Zendesk bot for conversations coming in for the brand that has a configured flow. That pass control should also contain the integration ID.

For more information, see this article: Zendesk bot responding with custom integrations