Zendesk Live Chat

You can integrate Zendesk Contact Center with DRUID to allow your customers chat with the bot and get support from live agents agents.

Prerequisites

  • You set up the Zendesk Sunshine channel by following the instructions in the Zendesk Sunshine topic.

Activate Zendesk Live Chat

To activate Zendesk Live Chat:

  1. Navigate to the Bot Details page and click on Live Chat.
  2. From the Live chat provider drop-down, select Zendesk.
  3. In the Integration field, choose the desired Zendesk messaging channel.
  4. Click Configure and Activate, then save the bot.

The bot will now use DRUID Live Chat within the Zendesk channel.

If you prefer to use Zendesk's default Live Chat functionality, click Uninstall.

Send Contact Center Parameters

When passing control to Zendesk’s Agent Workspace you can include the following contact center parameters to populate ticket fields on the Zendesk ticket. Note that this feature is currently only available to customers using Agent Workspace

Parameter Data Type Description
dataCapture.systemField.requester.name String The name of the client.
dataCapture.systemField.requester.email String The email of the client.
dataCapture.systemField.group_id Long

The ID of the queue or the ID of the agent to which the client will be assigned.

To send Contact Center parameters to Zendesk Live Chat, on the ConnectToHelpdeskAgent internal action, provide the desired parameters inside the ContactCenterParameters object in JSON format.

Note:  The payload must follow a key-value format where both the key and value are strings. When using values from DRUID conversation context (entities, local variables) as parameter values, ensure they are enclosed in double quotes ("") to maintain valid JSON formatting.
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Example - Send Contact Center parameters
{
   "ContactCenterParameters": {
     "dataCapture.systemField.requester.name": "[[ChatUser]].Name",
     "dataCapture.systemField.requester.email": "[[ChatUser]].Email",
     "dataCapture.systemField.group_id": "[[Entity]].QueueId" // recipient zendesk group
  }
}