Our approach is to integrate natively with Zendesk Chat. This means the bot needs an admin account in Zendesk Chat to act as a virtual agent. This article includes the preparation needed before connecting your bot to Zendesk Chat.
The preparation involves:
- Create an email for your virtual agent
- Create an admin account for the virtual agent in Zendesk
- Create a group for the virtual agent in Zendesk
- Log in to Zendesk as the virtual agent
- Contact your website or app developer
Create an email for your bot
Every account in Zendesk must be registered with a unique email (an email that’s not been used with another Zendesk account).
We suggest creating a unique company email for your virtual agent. You will need to log into Zendesk as the virtual agent to finish connecting your bot to Zendesk Chat, so make sure you have access to the virtual agent's email and have the login credentials ready for that.
Create an admin account for the virtual agent in Zendesk
With the unique company email you created for the virtual agent, create an admin account, with the user role Client Admin, for the virtual agent in Zendesk. Keep the credentials at hand as this is needed later to connect your bot in our Dashboard to this bot account in Zendesk.
If you are not sure how you can find Zendesk’s help article on adding an agent or admin here.
Create a group for the virtual agent in Zendesk
Once the admin account is created for the virtual agent, create a separate group and add only the virtual agent there. In addition, please make sure the virtual agent is not added to any other groups.
Log in to Zendesk as the virtual agent
This is to iron out all the necessary initial setup when an account is created in Zendesk. It is also a good time to give your bot account a name and picture to add that personal touch.
Note: If you are connecting to Zendesk with SSO, to avoid the bot being linked to your personal account, open Zendesk in an incognito window and log in as the bot this way.
Contact your website developer/designer
If you want to add the widget to your website or app, the person in your team who has admin access to edit the source code and deploy or publish the change is needed. Make sure to contact them in advance to avoid delays in launching your virtual agent.
Continue to Connect your bot to Zendesk Chat or Connect your bot to Zendesk Support.