Help Center

Scope of Integration with Zendesk chat script

We have adapted the zendesk chat script* window so that the user experience is easier at the moment of transfer. With this integration you will be able to solve your users' questions through AgentBot and provide human assistance through Zendesk chat when the transfer rules are met. The front of the window will always be that of Aivo.

How is the integration done?

The implemented integration incorporates the Zendesk Chat script into a single Aivo page that modifies its behavior using javascript and css. With this, the chat window behaves in a different way from the conventional one, allowing the Zendesk Chat window to embed itself inside an iframe component within the AgentBot window.

Some aspects to take into account for this integration: 

The Zendesk account with which the integration is generated must have the service departments configured in Zendesk.

Check that the Script versions are compatible with those mentioned in this article. Click Here

The user will be able to talk again with the Virtual Assistant by using the Back Button. You can find more information in the following article. (link article)

The Zendesk Script header cannot be viewed.

When you receive the conversation transferred from AgentBot, you will receive a history of the session you had with the Virtual Assistant. However, once it is attended to by the human agent, if the page refreshes again, it will not transfer again.

If changes were made in the integration configuration, for example a change in the name of Zendesk, a change of the user, or a change of configurations, it is necessary to delete the existing one and to recreate it. You can ask for help from

Important:  Zendesk can make, without prior notice or notification, modifications in any component of your window that may cause problems in the transfer. From Aivo we need to make the necessary adjustments so that the integration continues working correctly.  This integration methodology is not documented or validated by Zendesk so any adjustment or change can generate failures. 

This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy Policy.

If you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.