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How do I enable external Zendesk?

In the context of AgentBot, external zendesk refers to the zendesk window generated by the zendesk Chat (classic) script. This is called external because when activated, instead of opening the zendesk chat built into the agentbot, it opens externally and independently. See the example:

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This implementation has the following benefits:

  1. Allows session recovery when refreshing the browser;
  2. Queue management;
  3. Inherits the user experience offered by Zendesk chat.

The AgentBot is automatically reopened when the user logs out (either because the zendesk human agent is disconnected or because the user is logged out).

Its implementation requires the inclusion of the following code fragment after installation script:

window.$aivo.ready(() => {

  const webChannel= 'add token web channel'

  $aivo.registerTokenForExternalZendesk(webChannel)

})

See in this article: Where can I find the script for a web channel?

Important! When External Zendesk is not enabled, the AgentBot screen is displayed like this: 

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*Date Updated: 10/20/2022



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