Setting up the Zendesk Sell-Chat integration

If you work with both Zendesk Sell and Zendesk Chat, you can configure the Sell-Chat integration to access your Chats in Sell, and to see Sell data from your Chat interface. You'll also be able to see Chat history for your contacts, leads, and deals in the Sell Activity Feed, and create new Sell leads from a Chat conversation.

You'll need the following plans to set up the integration:

• Any Zendesk Sell plan. Sell Legacy customers will need to migrate before they can enable the integration.
• A Zendesk Chat Phase 3 or Phase 4 account on the Team plan or higher.

You'll also need the following permissions:

• Sell admin rights.
• Chat Phase 3 accounts: Chat admin and Support admin rights.
• Chat Phase 4 accounts: Chat account owner rights.
  Note: If you have Chat Phase 4 admin rights (instead of account owner rights), you won't be able to install the Sell app in Chat, and you'll see an error message in the Zendesk App Marketplace.

When you've finished setting up, see Using Zendesk Chat to improve your sales pipeline to start using Sell and Chat together.

This article covers the following topics:

• Enabling the Sell-Chat integration
• Assigning a lead source field
• Assigning leads to a specific owner or distribution pool
• Customizing the Sell field display in Chat
• Disabling the Sell-Chat integration

Enabling the Sell-Chat integration

When you enable the integration, you install the Chat app in Sell, the Sell app in Chat, and enable Sell users to see all Chat history for a lead or contact in the Sell Activity Feed. We recommend that you enable all three elements to take advantage of all the capabilities of the integration.

Note: When you enable the integration, all chats that match the email address of a Sell lead or contact will be displayed on cards connected with that email address in Sell. Additionally, all data that appears in the Sell app for Chat will be visible to all Chat agents in your organization, regardless of data access settings.

Whether you are enabling the Sell app in Chat, or the Chat app in Sell, you'll need to enable the integration through Sell > Settings. If you go directly to the App Marketplace to install the apps, you'll be directed to Sell to finish the integration.

To enable the Sell-Chat integration

1. In Sell, click the Settings icon (), then select Integrations > Integrations.
2. Select the Zendesk Chat integration and click Enable.

   If you have a Sell Legacy plan, you'll need to migrate to a Zendesk Sell account before you can enable the integration.

3. For the Sell app in Chat, click Learn more and install. The link takes you to the Zendesk Marketplace for Sell. You must have an active Chat account to be able to install the Sell app in Chat.
   1. Click to install the Sell app for Chat.
   2. Click Install.
      Note: Your current Zendesk domain is pre-selected, so you should not need to change this.
   3. Under OAuth Authentication, click Sign in with Zendesk Sell for Chat. Sign in to Chat (if you are not already signed in) and authorize Zendesk Sell for Chat.
      This means that you grant permission for Sell to access the data in Chat, so that you can view and edit shared lead and contact information between the two apps. It also permits Chat agents to create new leads in Sell.

      Note: Make sure that you have full data access, as the app will be able to operate only on the data you have access to.
   4. Click Install.

      You'll see the Sell app displayed in the Apps tab in Chat.

4. In Sell, go back to Integrations > Integrations and from the Chat integration, click Learn more and install next to the Chat app in Sell, to go to Zendesk Marketplace for Chat.
   1. Click to install the Chat app for Sell.
   2. Click Install.
      Note: Your current Zendesk domain is pre-selected, so you should not need to change this.

      You are redirected to the Settings > Apps page in Sell.

   3. Check Sign in on load if you want to be automatically signed in to Chat when you sign in to Sell.
   4. Click Install.

      You'll see the installed Chat app displayed in Settings > Integrations > Apps.

5. In Sell, go to Integrations > Integrations and from the Chat integration, click Enable to enable past chat visibility in Sell. Click Enable again to confirm that you want to use this feature.
   Note: When you enable visibility of Chat history, all data that appears in the Sell app for Chat will be visible to all Chat agents in your organization, regardless of data access settings.
6. The integration is installed.

   In Integrations > Integrations you can see that the integration is enabled (all elements that have been enabled display a green status symbol).

   

Assigning a lead source field

If you have lead sources set up for your account, you can select the lead source that is set when you create a lead in Chat (see Tracking lead sources).

To assign a lead source field

1. Click the Settings icon (), then select Integrations > Integrations.
2. In the Sell App in Chat - Installed section, click Assign Source.
3. Click to select the lead source field you want to display in the lead card, when it is created in Chat.

   Any changes you make are automatically saved.

Assigning leads to a specific owner or distribution pool

You can select the Sell user or distribution pool that will be assigned all leads that are created in Chat. Any changes you make are automatically saved.

To assign leads to an owner

1. Click the Settings icon (), then select Integrations > Integrations.
2. In the Sell App in Chat - Installed section, click Assign Status.
   You can set the lead to be assigned when it is in one of the following states:

   • New
   • Working
   • Attempting contact
   • Unqualified
3. Click Assign Owner.

   You can select any individual owner or a distribution pool to receive all leads that are created in Chat.

Customizing the Sell field display in Chat

You can configure the Sell integration to show more relevant sales information to your Chat agents and let them have even better customer conversations using data from Sell. You can configure fields for Sell leads, people contacts, and company contacts. The field configuration is set in Sell Settings > Integrations > Integrations.

After you've configured the fields, all your agents will see relevant information immediately.

To customize Sell fields in Chat

1. Click the Settings icon (), then select Integrations > Integrations.

   Alternatively in the Sell widget in Chat, click the cogwheel icon () and Sell Settings. You'll be redirected to the Sell Settings page to customize the fields.

2. In the Sell App in Chat - Installed section, click Field configuration.
3. Select Edit from the Lead, Person (Contacts), or Company (Contacts) widget to begin the configuration.

   There are three options in the configuration process because it is likely that you have different custom fields for your respective leads, people contacts, and company contacts. Make sure that you have added information in your custom fields in Sell so that there is meaningful information being pulled into Chat.

   If you've previously edited a widget, you'll see the date and time that the Lead, Person, or Company widget was changed.

   

4. Use the search box to find available fields, and click and drag fields from left to right, or click the + icon next to a field to add it to the widget.

   You can click and drag fields from right to left to remove them from the widget. You can also reorder the fields in the widget by clicking and dragging the field up or down in the list.

   

5. Click Review to check how the information will be presented in the Sell widget in Chat.
6. Click Publish to enable the customized widget for agents.

   You'll see the changes reflected immediately in Chat. If you can't see any sales information for a specific customer, it means there was no match to any lead, contact, or company information in Sell.

7. Repeat these steps for configuring the other widgets.

Disabling the Sell-Chat integration

You can disable any of the three elements of the integration. For example, you can disable the apps, but preserve the Chat history in Sell.

To disable the Sell-Chat integration

1. To disable the Chat app in Sell, click the Settings icon (), then select Integrations > Apps. Click the settings icon and toggle the app to Disabled.
2. To disable the Sell app in Chat, disable the app in My Apps (see accessing the My Apps page for Chat).
3. To disable past chat history in Sell, click the Settings icon (), then select Integrations > Integrations.
   1. Select the Zendesk Chat integration, and click Settings.
   2. Click Disable for the past chats visible in Sell option.
      Note: When you disable past chats, you will no longer be able to see the chat history in your Activity Feed for Sell leads and contacts. You'll need to go directly to your Chat account to see this history.

In Integrations > Integrations you can see each element of the integration that you disabled is displayed with a red status symbol instead of a green status symbol. You can re-enable any element at any time.