Why hidden conversation fields are ignored in Messaging Metadata?

Question

Why are hidden conversation fields ignored in Messaging Metadata for branching AI Agent responses?

Answer

AI Agent cannot reference a conversation field if the ticket field is not included in the logic flow or visible to the user.

You can use the Sunshine Conversations API to retrieve the metadata set on a conversation after calling the Set Conversation Fields API during widget load.

To retrieve the metadata:

1. Select the option the Make API call. 
2. Configure the API call to get conversation API.
3. Use Sunshine Conversations variables to set app_id and conversation_id in the API URL.
4. Set up the API call authentication by configuring a conversation key.
5. Store the conversation key as a connection.
6. Make a test API call to save the conversation field in the "Metadata" JSON attribute as a variable, formatted as zenticket_field{ticket_id}
7. Use this variable for branching conditions