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Delivery Setup - Zendesk

Routing in Zendesk Livechat​

Currently Zendesk supports agent routing based on the team/webstore. To achieve agent routing ensure that property webStoreReferrer is passed correctly inside context in the handover message request body as shown below

{
    "chatId": "5e0268b8-451f-5a78-bd40-2919d4ac3223",
    "sessionId": "5237c752-05b8-4b02-a440-d318fea392cc",
    "accountId": "5fb7ff00-daf9-416d-b2c4-4c2f97390b23",
    "channel": "CXWebConversations",
    "conversationHostId": "6cbe5295-c454-471c-a144-a702e3e09d2c",
    "conversationClientId": "6ad9548c-5936-440d-8780-109e6b6f4d24",
    "context": {
        "CustomerInfo": "{\"name\":\"shravan\",\"email\":\"[email protected]\"}",
        "UrlReferrer": "https://fiddle.jshell.net/a7em2doq/show/",
        "webStoreReferrer": "sales"
    }
}

the channel name will be displayed under tags in the agent portal like this as shown below

Zendesk agent portal showing channel name displayed under tags

Presence Check In Zendesk Livechat​

  • Presence check for agent in zendesk is determined when the agent puts the status to Online
    if the agent status is online then the agent is set to be available.
  • For environments with multiple groups, obtain the Group IDs from the customer (following these steps) and append them as a query parameter to the presence check endpoint: https://api.cm.com/marketplace/livechat/v1/tenants/xxxxx/adapters/xxxxx/presence-check?ApiKey=xxxx&groupId=123456789
  • if the agent status is offline/away we simply create a ticket in agent inbox so that agent can get back to it later. so when the agent is not available simply call the endpoint below to create a ticket in inbox which agent can comeback to later

Go to Marketplace UI, Select the Integration created. And copy the Custom Endpoint URL as shown below

Marketplace UI showing the Custom Endpoint URL for the Zendesk integration

Request Body:

{
  "action": "createTicket",
  "data": {
    "sessionId": "CHAT_SESSION_ID",
    "name": "USER_NAME",
    "email": "USER_EMAIL"
  }
}

This endpoints are custom per integration, It is completely optional.

overall demo with business messaging channel (whatsapp): Whatsapp Demo.mp4
overall demo with web conversation channel:Web Conversations Demo.mp4