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:
In Zendesk, go to → Apps and Integrations → Integrations → Conversations Integrations.
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:
Log into your Aissist.io console.
Go to Deploy → Gateways from the left-hand menu.
Select your Zendesk Gateway.
Turn on Enable processing conversation (messaging / chat)
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.
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.
