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Zendesk Conversation (messaging)

PreviousZendeskNextHubspot

Last updated 1 month ago

This guide walks you through setting up an API Key and Integration for Zendesk Conversation, which handles messaging channels like WebChat, WhatsApp, SMS, and social media platforms like Facebook and Twitter.

🛠️ Step 1: Create a Conversation API Key in Zendesk

First, you'll need to create a Conversation API Key (not a standard Zendesk API Key).

Follow to create the key. Once created, make sure to save the following details, as you'll need them later:

  • App ID

  • Key ID

  • Secret Key

🛠️ Step 2: Create a Conversation Integration in Zendesk

Next, create the integration inside Zendesk Admin Center:

  1. In Zendesk, go to → 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.

🛠️ Step 3: Connect Aissist to Zendesk Conversation

Now link everything together in Aissist:

  1. Log into your Aissist.io console.

  2. Go to Deploy → Gateways from the left-hand menu.

  3. Select your Zendesk Gateway.

  4. Turn on Enable processing conversation (messaging / chat)

  5. Fill in the App ID, Key ID, and Secret Key you generated earlier.

Then click "CONNECT AND SET UP INTEGRATION".

✅ If successful, you’ll see three boxes selected and greyed out, indicating that the integration was completed properly.

🎨 Final Touches

  • 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!

🖼️ Troubleshooting Avatar Display Issues in Zendesk Chat

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!

📢 Need Help?

If you run into any issues during the setup, feel free to contact our support team — we’re here to help!

Zendesk’s instructions
Admin Center
📸 (Reference image: Example of a Conversation API Key)
📸 (Reference image: Example of a correctly configured Conversation Integration)
📸 (Reference image: Zendesk Conversation Gateway