Hi everyone, I'm working on a Zendesk integration and I need some help structuring the HITL (Human In The Loop) handoff. Current Workflow: Before reaching the Start HITL card, I ask the user for their Name and Email. I have these stored as variables in my bot. My Questions: Variable Passing: How can I correctly pass these variables into the Start HITL card so that when the ticket is created in Zendesk, it automatically populates the user's name and email in the ticket details? I want to ensure the agent can identify the user immediately. Cross-Channel Identification: I need to ensure that if a customer starts a conversation from a different channel (e.g., WhatsApp vs. Webchat), Zendesk recognizes them by their email. If the email matches an existing record, I want the ticket to be associated with that same user instead of creating a duplicate contact.

Hey @brash-journalist-69902 you would get the email using the runtime API. It's not something you pass before the start HITL card! https://botpress.com/docs/api-reference/runtime-api/openapi/endpoints/get-v1chatusers-1