Zendesk Conversation (messaging)

First, from the Aissist.io gateway, you need to login to connect to Zendsk Conversation to obtain the access token.

Then, you need to click "setup the integrations" button which will try to set up the integrations automatically.

If you see errors, you can use the step below to manually create the integration.

Follow the steps in [Create Conversation API Key](https://support.zendesk.com/hc/en-us/articles/4576088682266-Using-the-Conversations-API-keys) to create Conversation API Key.

Enter the created key, id and secret to the gateway configuration.

The gateway will use this Conversation API Key to automatically create integration and webhook that links the Conversation with Aissist.io.

Next, create the integration inside Zendesk Admin Center:

1. In Zendesk, go to Admin Center → Apps and Integrations → Integrations → Conversations Integrations.

2. Click "Create Integration".

3. Fill in the required fields:

   • Name: Aissistant_Conversation_Integration

   • Webhook endpoint URL: https://gateway.aissist.io/gateway/zendesk/conversation

   • Include full user: ✅ Checked

   • Include full source: ✅ Checked

   • Webhook subscriptions: Make sure both "Conversation created" and "Conversation message" are selected.

• Set a name for your AI agent (this will appear in the Chat window).

• Provide a URL for the avatar you’d like to display.

After that, your Zendesk Conversation integration setup is complete!

However, you can enable Aissist.io bot for specific channels. Once it set, the Aissist.io will be the first one to respond to the conversation.

To set the Agent AI for channels, go to admin page, AI -> AI agents

If your avatar isn't showing up correctly in Zendesk Chat, it’s likely due to the image link format. Here’s what you need to know to make sure your avatar displays properly:

✅ Use a Direct Image Link

• The image URL should end with the file extension, like .jpg, .png, etc.

• The link must point directly to the image, not to a webpage containing the image.

Examples: ✔️ Correct: https://www.example.com/image.jpg ❌ Incorrect: https://www.example.com/view?image=12345

🌐 Host the Image on Public Platforms

Make sure your image is hosted on a platform that supports direct linking — such as:

• AWS S3

• Imgur

• Other public cloud storage services

The image must be publicly accessible without needing a login.

⚡ Special Note for Google Drive Links

Google Drive links don’t work directly by default. You’ll need to manually convert the Google Drive link into a direct image link or use a third party tool.

Here’s how:

1. Take your regular Google Drive share link:

   • https://drive.google.com/file/d/FILE_ID/view?usp=sharing

2. Convert it to a direct link by replacing the Google Drive URL part file/d/ with uc?export=view&id=

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

🔵 Replace FILE_ID with your actual file ID.

🛠️ If the Avatar Still Doesn’t Show

Double-check the following:

• Permissions: The image must be publicly accessible — no login required.

• Caching: Changes might not show right away. Try refreshing the page, clearing your cache, or opening the chat in an incognito window.

• File Size: Very large images might fail to load. Try using a smaller file size if needed.

🚑 Still Having Issues?

If your avatar still doesn’t appear, try hosting the image on a different platform that is known to work well with Zendesk.

And of course, if you need help, feel free to reach out to us!