What This Does #
Integrates your bot with Zendesk for seamless handoffs to human agents and unified customer communication.
When to Use This #
- You already use Zendesk for customer support
- You want smooth escalation from bot to human agents
- You need unified conversation history
- You want to maintain existing support workflows
Step-by-Step Instructions #
- Access Intercom Integration
- Navigate to Configure
- Find the “Native” section
- Locate Zendesk with its distinctive logo
- Start Connection Process
- Click “Connect” button next to Zendesk
- You’ll be redirected to Zendesk’s authorization page
- Authorize the Integration
- Log into your Zendesk account
- Review the permissions Chatbotbuilder requests
- Click “Authorize Access” to grant access
- Configure When to Transfer:
- You can add the instructions for when the user’s conversation will be transfered from an AI bot to a live agent on Zendesk. Some of the cases in which the handoff can happen are “After bot attempts fail , “For specific keywords or phrases”, “Based on conversation length”, “For certain customer types or issues”.
Handoff Message Example: “I understand this needs personal attention. Let me connect you with one of our support specialists who can provide detailed assistance. They’ll have full context of our conversation.”
- Verify Connection
- Click on Save and return to Chatbotbuilder dashboard
- Confirm “Connected” status appears
- Test the integration with a sample conversation
What This Integration Provides #
Seamless Handoffs:
- Bot conversations can be transferred to Zendesk agents
- Full conversation history is preserved
- Context is maintained during handoff
- Customers don’t need to repeat information
Unified Communication:
- All customer interactions in one place
- Bot and human conversations linked
- Complete customer journey visibility
- Consistent support experience
Workflow Integration:
- Existing Zendesk workflows continue to work
- Agent assignments and routing maintained
- Support metrics and analytics combined
- Team collaboration tools available
When Handoffs Occur #
Automatic Triggers:
- Bot cannot resolve the issue
- User explicitly requests human help
- Complex problems requiring expertise
- VIP customer interactions
Manual Triggers:
- User asks to “speak to a person”
- Escalation keywords detected
- Issue requires personalized attention
- Follow-up needed after resolution
Benefits of Intercom Integration #
For Customers:
- Smooth transition from bot to human
- No need to repeat information
- Consistent support experience
- Faster resolution of complex issues
For Your Team:
- Full conversation context available
- Existing workflows and processes maintained
- Complete customer interaction history
- Improved agent efficiency
Best Practices #
Preparation:
- Ensure your Zendesk team is trained on bot handoffs
- Set up appropriate agent availability
- Configure routing rules for different issue types
- Test handoff process thoroughly
Optimization:
- Monitor handoff rates and reasons
- Improve bot responses to reduce unnecessary handoffs
- Train agents on bot conversation context
- Regularly review and refine handoff triggers
Important Note #
Single Integration Limit: You can only have one live chat integration active at a time. Enabling Zendesk will disable any other chat integrations (like Crisp or Intercom).
Troubleshooting #
- Connection failed? Verify Zendesk admin permissions
- Handoffs not working? Check agent availability in Intercom
- Missing conversation history? Confirm integration permissions
- Authorization issues? Try reconnecting the integration
Tips for Success #
- Keep your Zendesk workspace organized for bot handoffs
- Train your team on handling bot-transferred conversations
- Monitor analytics to optimize handoff points
- Regularly test the integration to ensure smooth operation
- Use Zendesk’s automation rules to route bot handoffs appropriately