Zendesk Chat

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Zendesk Chat UI Support

Currently, the Zendesk Chat UI is not supported. Use the Meya Web chat integration as a front-end instead.

The Zendesk Chat integration uses the Zendesk Web SDK which is only available on a Zendesk Enterprise plan.

Setup

1. Go to your Zendesk Chat instance.
2. In the top-right corner, click your user icon and select Check Connection.

3. Copy the Account Key.

4. In your bot's Zendesk Chat integration settings page, paste the account key in the Account Key field. Save the integration.
5. Click Test Credentials. This will open and close a chat in your Zendesk Chat instance.

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Setup is complete!

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Conversations do not appear in Zendesk Chat until the conversation is transferred to an agent.

Make sure you have the flows mentioned here.

Settings

Silence bot once assigned to agent

If checked, bot will be paused once the conversation is assigned to an agent. The bot will not respond to user input. Once the conversation is ended by the agent, the bot will unpause and become responsive again.

Cancel active flows when assigned to an agent

If unchecked, any flows that were active when the conversation was assigned to an agent and the bot was paused, will resume once the conversation has ended and the bot is unpaused.

Send notes

If checked, send notes (visible only to agents, not users) indicating the bot's status. These are helpful for debugging a bot's behaviour.

Send transcript to agent

If checked, send the last several user and bot messages to the agent. This helps provide the agent some context for the user's request.

Transcript length

The number of user and bot messages to send to the agent.

Bot indicator

A character or emoji used to indicate to the agent what comments were made by the bot versus the user.

Note indicator

A character or emoji used to indicate to the agent a comment that is a note (i.e. not visible to the user).