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 Set up the integrations to let Aissist configure the connection automatically.

If that step fails, use the manual setup below.

Create a Conversation API key

1. Follow Zendesk's guide for Conversation API keys.

2. Create the key, ID, and secret.

3. Enter those values in the gateway configuration.

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

If needed, you can create the integration manually instead.

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

Example Zendesk Conversation integration

Configure agent identity

Set:

• the agent name that appears in chat

• the avatar URL for that agent

Should Aissist be the channel bot?

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.

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.

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.