Zendesk Chat

Integrate with Zendesk Chat so your users can chat to your customer service and support staff using your inGenious AI chatbot. 

Enterprise account required

To integrate your inGenious AI chatbot with Zendesk Chat, make sure your Zendesk account is Enterprise level.

To integrate your chatbot with Zendesk Chat:

  1. Create a dedicated chatbot account in Zendesk.
  2. Configure your Zendesk Chat account.
  3. Find your Zendesk Chat access token.
  4. Generate your handover department ID.
  5. Setup your Zendesk Chat integration in inGenious AI.

Let’s look at each of those steps in detail.

Before you start…

This process involves some back-and-forth between your inGenious AI chatbot settings and your Zendesk account. It’s easier if you have Notepad or another text editor open  so you can copy multiple things at once.

Step 1: Create a dedicated chatbot account in Zendesk

To integrate with inGenious AI, you will need an account in Zendesk with some special configurations:

  1. Create an account in Zendesk using the following email format:
    bot-accounts+[yourOrganisation]+zendesk+prod@ingenious.ai
    For example, the Acme Corporation would create a Zendesk account with:
    bot-accounts+acme+zendesk+prod@ingenious.ai 
  2. Make sure the account has Administrator privileges in Zendesk.
    The account needs Admin privileges in order to create an API client.
  3. Enable Zendesk Chat for the account.
  4. Create a group called Bot in Zendesk.
    This creates a department of the same name in Zendesk Chat.
  5. Open the profile of your new Zendesk Chatbot.
  6. Change the chatbot's default group to Bot.
    If you need to, you can make Bot the default group for your organisation.
  7. Remove the chatbot from all other groups.
  8. In your list of groups, hover your mouse over the group you use for agent handovers.
    Copy the link address that appears, and paste it into Notepad.
    For example: https://acme.zendesk.com/groups/360001860636
  9. On a new line in Notepad, type Group ID: and copy in the numbers from the end of the link.
    For example: Group ID: 360001860636

Step 2: Configure Zendesk Chat

In Zendesk:

  1. Sign in to the Zendesk Chat account you just created.
  2. Check your operation hours and update them if necessary.
    Your chat widget will only be visible during your operation hours.
  3. Enable the chatbot for the Bot department.
  4. Create a new chatbot trigger:
    1. In Run trigger, select When a visitor requests a chat.
    2. In Check conditions, select Check all of the following conditions.
    3. Add a condition of Visitor previous chats Equals 0.
    4. In the Perform the following actions section, select Set visitor department, and select Bot.

Step 3: Find your Zendesk Chat access token

To complete your integration, you will need an access token. To get your access token:

  1. In your Zendesk account, go to Settings.
  2. Click Accounts.
  3. Click API & SDK.
  4. Add a new API client.
    Give it an appropriate name, such as inGeniousAI_Chatbot.
  5. In the Redirect URLs, type: http://localhost:8080.
  6. Copy the client_id and client_secret into Notepad.
  7. Either log out of your Zendesk account, or open a different browser.
  8. Log in as the chatbot user.
  9. In a new tab, paste in the link below and replace the placeholders as directed: 
    https://www.zopim.com/oauth2/authorizations/new?response_type=token&redirect_uri=http%3A%2F%2Flocalhost%3A8080&client_id={CLIENT_ID}&scope=read%20write%20chat&subdomain={SUBDOMAIN}
      • Replace {CLIENT_ID} with the client_id you pasted into Notepad earlier.
      • Replace {SUBDOMAIN} with your Zendesk subdomain.
        For example:
    https://www.zopim.com/oauth2/authorizations/new?response_type=token&redirect_uri=http%3A%2F%2Flocalhost%3A8080&client_id=837623956264tghgv734ve&scope=read%20write%20chat&subdomain=acme
  10. Press enter in your browser to go to this link.
    Your browser will redirect to localhost with the access token in the URL of the browser bar.
  11. Copy the access token into Notepad.

Step 4: Generate a department ID for handover

To be able to hand over your chatbot to the correct department in Zendesk Chat, you need to generate the department ID.

  1. Open a base64 code generator.
    You can find base64 generators online, such as https://www.base64encode.org/
  2. In your Base64 generator, paste:
    [["localId","{ZENDESK_GROUP_ID}"],["type","{DEPARTMENT_NAME}"]]
  3. Replace {ZENDESK_GROUP_ID} with the group ID you pasted into Notepad earlier.
  4. Replace {DEPARTMENT_NAME} with the name of your handover department in Zendesk.
  5. Generate the base64 string.
  6. Copy the string into Notepad.

Step 5: Integrate Zendesk Chat with inGenious AI

To finish your integration with Zendesk Chat:

  1. Open inGenious AI
  2. Turn on the Zendesk Chat integration for your chatbot:
    1. Open the chatbot you want to integrate and click Settings.
    2. Click Integrations.
    3. Toggle the Zendesk Chat integration on.
  3. Copy the Access Token from Notepad.
  4. Toggle Enable handover on.
  5. Copy the department ID you created earlier into the Handover Department field.
  6. Click Save.

For further help with Zendesk Chat, see the Zendesk Chat help guides:

 

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