Zendesk Conversation (messaging)

This page shows how to create API Key and Integration with Zendesk Conversation which is for messaging like WebChat, WhatsApp, SMS, and social media like Facebook, Twitter, etc.

Step 1. Create Conversation API Key in Zendesk

Follow the guideline below to create an Conversation API Key (Not Zendesk API Key) in Zendesk Conversation.

Please keep the App ID, Key ID and Secret Key which will be used in the next step.

Using the Conversations API keysZendesk help

Create Zendesk Conversation API Key

The following image shows an example Conversation API key.

Example of Conversation API Key

Step 2. Create conversation integration in Zendesk

You can follow the steps below to generate the integration and/or make sure the integration was created properly.

In Zendesk Admin Center, click "Apps and integrations" -> "Integrations" -> "Conversations integrations". In the panel, click "Create integration".

Make sure the following information is entered.

• 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 "Conversation created" and "Conversation message" are selected.

The following image shows an example Conversation integration.

Step 3. Connect Aissist to Zendesk Conversation in aissist.io

Log in console.aissist.io, click "Deploy" -> "Gateway" on the left menu.

Chose the Zendesk Gateway, fill the App ID, Key ID and Secret Key that was generated from the Conversation API Key.

Click "CONNECT AND SET UP INTEGRATION" to verify that the integration has been properly created. If everything go well, you should be able to see three boxes selected and greyed out as shown in the image below.

After that, you can give the AI agent a name to display on the Chat window and a url for the avatar to finish up the setup.

If the avatar is not correctly displayed in your chat

When using Zendesk to display an image, it’s crucial that the image link is in a format that Zendesk can process correctly. Here are some key points to ensure that your image link is compatible:

Direct Image Link (Ending in .jpg, .png, etc.): The URL should directly end with the image file extension (e.g., .jpg, .png). This means the link should directly point to the image itself, not a page that contains the image. Example: Correct: https://www.example.com/image.jpg Incorrect: https://www.example.com/view?image=12345

Hosted on Public Platforms: Ensure that the image is hosted on a platform that supports direct linking, such as AWS S3, Imgur, or another cloud service where the file is publicly accessible.

Google Drive Links: Google Drive links often don’t work directly because they don’t provide a direct link to the image file itself. You would need to convert the Google Drive link into a direct link by adjusting the URL structure or by using third-party tools to generate a direct link. Direct Link Conversion: Replace the Google Drive URL part file/d/ with uc?export=view&id=. Example: https://drive.google.com/file/d/FILE_ID/view?usp=sharing converts to https://drive.google.com/uc?export=view&id=FILE_ID.

If Zendesk still isn't displaying the image, it's worth checking the following: Permissions: Ensure the image is publicly accessible without requiring a login. Caching: Sometimes, changes to images or their URLs might not reflect immediately due to caching. Clear your cache or use an incognito window to test the image. File Size: Ensure the file isn't too large, which might cause issues with loading. If you're still having trouble, try hosting the image on a different platform known to work well with Zendesk.

If you have any issues during the setup, please contact us.