Integrate Zendesk Chat for transfer conversation from bot to chat agent
Hello,
I currently working on way for integrate the Zendesk Chat solution with a bot platform for a company that I work for, but I'm kinda confuse on the overall process.
On authentication via OAuth, the process required that the user make some configuration by adding a API on the their account and sending me the client id and secret. Is there a way that I can make this process more automated? One that the user don't need to much configuration?
I can't find a way for send message for a agent, without through the web widget or any other SDK. Is there another way to do that? Or is there a way to do that througt a request for any of yours API's?
I noticed, that exists a option for me, to create a app and publish on the Zendesk Marketplace. But I'm having a hard time for understand if a app is what I really need for resolve my problem.
Any one can help me with this questions? Thanks!
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Hi Douglas Martins,
Starting backwards, solutions can be published and advertised in the Zendesk Marketplace. Some of these solutions are actual apps that can be installed into an agent's workspace (called "public apps"). Some of these are placeholders that are integrations into Zendesk, typically incorporating third-party services (these are called "integration apps"). See Publish your app for more info.
You can also create private apps and integrations that do not appear on the Zendesk Marketplace. It's up to you depending on what you want to accomplish.
For chatbot integrations, there is the newer Sunshine Conversations platform (see Sunshine Conversations: Announcing the Bot Partner Program and Sunshine Conversations API Quickstart) or the older Chat Conversations API. Both require a chatbot service that you host and are responsible for.
Authentication requirements can differ depending on your solution and its needs, so I suggest reviewing the above links for more regarding authentication requirements.
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