Available on Suite Professional plans and above

This functionality is part of AI agents.

You can view and manage your third-party bots, such as those installed through the Zendesk Marketplace or an external site, in the Admin Center.

This article includes the following sections:

  • Requirements and limitations
  • Selecting and installing a third-party bot
  • Connecting a third-party bot
  • Disconnecting a third-party bot
  • Uninstalling bots

Requirements and limitations

Management of third-party bots in Admin Center is available on accounts that meet the following requirements:

  • Currently have, or are eligible for, a Sunshine Conversations license. Sunshine Conversations licenses are included in Zendesk Suite Professional, Enterprise, and Enterprise+ plans.
  • Agent Workspace is activated in your account.
  • Messaging is enabled in your account.

Limitations of the feature include:

  • Only one third-party bot should be connected to your account at any time.
    Important: Connecting multiple bots can lock the UI. If you have installed more than one bot, contact Zendesk Customer Support for assistance.

Selecting and installing a third-party bot

You must select and install a third-party bot before you can connect it to your Zendesk instance.

To select and install a third-party bot

  1. Find the bot you want to use. There are two basic ways you can do this:
    • Locate a bot in the Zendesk Marketplaceand follow the installation instructions to the bot's webpage. The bot will include steps to connect to your Zendesk account.
    • Locate and configure the bot from an external source, such as the bot’s webpage. The bot will include steps to connect to your Zendesk account.
  2. When you've successfully completed the installation, the bot appears on the Conversation bots page in Admin Center, in the Marketplace bots section. You can now connect the bot so it can begin responding to your customers.

Connecting a third-party bot

When you connect a third-party bot, it becomes the first responder in a customer conversation. This means when a customer contacts support through one of your messaging channels, the third-party bot manages the interaction. It replaces any previously connected conversation bot or default response configuration, which is reverted to Draft mode.

To connect a third-party bot

  1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
  2. Click Manage conversation bots.
  3. In the Marketplace bots section, locate the bot you want to connect and click Connect.
  4. In the Connect this bot window, click the Connect button.

Disconnecting a third-party bot

Disconnecting a third-party bot is a simple process, but it's important to understand the impact it has on messaging functionality.

When a third-party bot is disconnected:

  • Your default messaging responsebecomes the first customer responder. It is not replaced with another conversation bot until one is connected.
  • The previously connected third-party bot remains installed.

To disconnect a third-party bot

  1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
  2. Click Manage conversation bots.
  3. In the Marketplace bots section, locate the bot you want to disconnect and click Disconnect.

Uninstalling bots

If you no longer want to use a third-party bot, you can uninstall it. Uninstalling removes the bot from your account but does not cancel any related subscriptions.

To uninstall a third-party bot
  1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
  2. Click Manage conversation bots.
  3. In the Marketplace bots section, locate the bot you want to uninstall.
  4. Click the Options icon ( ) and select Uninstall.
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