Why are hidden conversation fields ignored in messaging metadata?

Question

Why are hidden conversation fields ignored in messaging metadata for branching AI agent responses?

Answer

AI agent can't reference a conversation field if the ticket field isn't included in the logic flow or isn't visible to the user.

Use the Sunshine Conversations API to retrieve the metadata set on a conversation after calling the API end-point called Set Conversation Fields upon widget load.

To retrieve the metadata:

Select the Make API call option

Configure the API call to get conversation API

Use Sunshine Conversations variables to set the app_id and conversation_id in the API URL

Set up the API call authentication with a conversation key

Store the conversation key as a connection

Make a test API call to save the conversation field in the "Metadata" JSON attribute as a variable, formatted as zenticket_field{ticket_id}

Use this variable for branching conditions