# Zendesk Conversation (messaging)

*Last updated: May 5, 2026*

Use this setup for Zendesk messaging channels such as web chat, WhatsApp, SMS, and social messaging.

### Create the connection

From the Aissist Zendesk gateway, sign in to Zendesk Conversation and complete the connection flow.

Then click **Setup the integrations** to let Aissist configure the connection automatically.

If that step fails, use the manual setup below.

<figure><img src="/files/LO3nn8nKlTbtFIwZJMIZ" alt=""><figcaption></figcaption></figure>

### Create a Conversation API key

1. Follow Zendesk's guide for [Conversation API keys](https://support.zendesk.com/hc/en-us/articles/4576088682266-Using-the-Conversations-API-keys).
2. Create the key, ID, and secret.
3. Enter those values in the gateway configuration.

<figure><img src="/files/nAo1lcPBXNCIgRmQIJTG" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/pAvfb6I8LTQl5nbEaCWt" alt=""><figcaption></figcaption></figure>

The gateway uses this key to create the integration and webhook for Zendesk Conversation.

{% hint style="info" %}
If needed, you can create the integration manually instead.
{% endhint %}

### Create the integration manually

1. In Zendesk, go to **Admin Center → Apps and Integrations → Integrations → Conversations Integrations**.
2. Click **Create Integration**.
3. Use these values:
   * **Name**: `Aissistant_Conversation_Integration`
   * **Webhook endpoint URL**: `https://gateway.aissist.io/gateway/zendesk/conversation`
   * **Include full user**: enabled
   * **Include full source**: enabled
   * **Webhook subscriptions**: enable **Conversation created** and **Conversation message**

<figure><img src="/files/N8Re81ukaDfQGmGCuGjU" alt=""><figcaption><p>Example Zendesk Conversation integration</p></figcaption></figure>

### Configure agent identity

Set:

* the agent name that appears in chat
* the avatar URL for that agent

### Should Aissist be the channel bot?

{% hint style="info" %}
We do not recommend setting Aissist as the default bot for channels. Aissist works best as a backend agent that behaves more like a human teammate than a traditional bot.
{% endhint %}

If you still want to assign Aissist as the AI agent for a specific channel, go to the Zendesk admin area under **AI → AI agents**.

<figure><img src="/files/fuEis9wwgtymMT6spkYz" alt=""><figcaption></figcaption></figure>

### Troubleshoot avatar display

If the avatar does not appear correctly in Zendesk Chat:

* use a direct image URL that ends in `.jpg`, `.png`, or another image extension
* make sure the image is publicly accessible
* avoid links that point to a web page instead of the image file

For Google Drive images, convert the share link into a direct image link:

```
https://drive.google.com/uc?export=view&id=FILE_ID
```

If it still does not appear, try refreshing the page, clearing cache, or using a different public image host.

### Need help?

If setup fails, contact support and include the step that failed and any Zendesk error message.


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