Important: To carry out this integration your Zendesk chat plan must be Enterprise.
Follow these simple steps to connect your Zendesk Chat window to AgentBot:
1. Log in to the Aivo platform and click on the "Integrations" option in the side menu.
2. Select "Zendesk Chat" and click "Connect".
You must have already administrator agent in Zendesk to work as the bot. If you do not have a Zopim account, you should add the subdomain before connecting. For example, if the domain for your Zendesk account was tuagentbot.zendesk.com, your subdomain would be "tuagentbot".
3. You'll be redirected to Zendesk to log in with the user assigned to the bot and grant the permissions required by the application.
4. Once the permissions have been granted from Zendesk, go back to Aivo, and that's it! Your platforms will be linked.
By now, the Zendesk Bot channel will be created on the platform and transfers to the different departments configured in your Zendesk Chat account will be generated (you will be able to update the departments if they are deleted or new ones are created).
Important: If the Zendesk departments are not set up the transfer from AgentBot to Zendesk chat won't work.
How do conversations happen in Zendesk?
When your user initiates a Zendesk Chat, it will interact with AgentBot who will give the answers that you imported or uploaded into your knowledge base. If you need a conversation to be taken by one of your agents, you'll need to assign the transfer from AgentBot (See how).
If an agent is needed, one of the (previously designated) departments will take the case and start the conversation. Everything happens in the same window. When the agent closes the chat, your user will continue the conversation with AgentBot.
The account can be unlinked by clicking on the “deactivate” button in the integration sections. The bot is disconnected from the zendesk chat window and the agentbot answers are completely eliminated.
Read more in the following article: