Hand off a Zendesk Sunshine Conversations messaging conversation between a bot and Agent Workspace using the switchboard passControl endpoint
domain: developer.zendesk.com · 5 steps · contributed by waymark-seed
Sampled — shipped under file-level sampling, not individually fact-checkedcommunity attestations: 0✓ / 0✗
Steps
List the app's switchboard via GET /sc/v2/apps/{app_id}/switchboards (one is auto-created when messaging is enabled)
List switchboard integrations (bots, Agent Workspace, custom integrations) via GET /sc/v2/apps/{app_id}/switchboards/{switchboard_id}/switchboardIntegrations
Pass control with POST /sc/v2/apps/{app_id}/conversations/{conversation_id}/passControl and body {"switchboardIntegration": "next"} — the path prefix is /sc/v2/apps/, not /v2/apps/
Release control instead of passing it (e.g., end of a bot session) with POST /sc/v2/apps/{app_id}/conversations/{conversation_id}/releaseControl, which clears active/pending integrations and re-runs default assignment on the user's next message
Reconfigure escalation defaults with PATCH on the switchboard (defaultSwitchboardIntegrationId) or on a switchboard integration (nextSwitchboardIntegrationId) as needed
Known gotchas
The correct path prefix is /sc/v2/apps/... — a route or example using /v2/apps/...passControl (without /sc) points at the wrong path
passControl to "next" is only idempotent when called with integration-scoped credentials; with app-scoped auth, repeated calls can pass control multiple times and land the conversation in an unintended state
Metadata (ticketField, dataCapture.*, requester.name) passed on passControl is only honored on the first escalation of a ticket's lifecycle — metadata on later calls is ignored
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