Why is my Switchboard integration not being called?

Question

I have a Switchboard and Switchboard Integration for Zendesk and a Switchboard Integration with a webhook.

When I look at my Switchboard using GET https://api.smooch.io/v2/apps/{appId}/switchboards/ I see the defaultSwitchboardIntegrationId is my custom Switchboard Integration.

When I start a conversation, my custom Switchboard Integration is not activated, though. I can pass control to it with POST https://api.smooch.io/v2/apps/{appId}/conversations/{conversationId}/passControl and it fires at that point.

Why isn't it being activated by default if it's the defaultSwitchboardIntegrationId?

Thanks!

Answer 1

If it's a net-new conversation, it should begin with the defaultSwitchboardIntegrationId.

One way to know would be to inspect your app's /logs page in the Dashboard and see which integration received the event (it may have gone to Zendesk, a previous switchboardIntegration)

When testing the defaultSwitchboardIntegrationId, you can delete the user object via API to ensure that you get a fresh user+conversation.