Zendesk LiveChat Handover

Prerequisites

• Your Zendesk account must be on the Enterprise Plan.
• Your User Channel must be a ViaSay Widget.
• You must access ViaSay from https://chatbot.viasay.com (not the legacy app.mindsay.com) to avoid redirect errors.

Step 1: Create a Zendesk Agent Channel

• Go to Integrate > Channels > Agent Channels.
• Click New Agent Channel.
• Enter a name for the channel.
• Select Zendesk as the integrator.
• Choose the bot's language.
• Click Create.

Step 2: Connect to Your Zendesk Account

• Log in to your Zendesk Chat workspace.

• In ViaSay, enter your Zendesk subdomain (e.g., yourcompany.zendesk.com → enter yourcompany).

• In Zendesk, go to Settings > Account > API & SDKs.

  • Click Add API Client and fill in:

    • Name: e.g., "ViaSay Netflix"
    • Company
    • Redirect URL:
      https://chatbot.viasay.com/zendesk_redirect/

• Save the Client ID and Client Secret. You’ll only see the secret once.

• Back in ViaSay, click on the Edit button beside Zendesk Chat paste the Client ID and Client Secret into the Zendesk channel form.

(Optional) Step 3: Add Department Routing

If your Zendesk workspace uses Departments (e.g., Support, Billing), you can route requests to a specific group by entering the Department ID in ViaSay.
You can also create multiple Zendesk agent channels, each mapped to a different department.

Step 4: Connect the Agent

• Use the same Admin account that created the API client.
• Click Connect Agent in ViaSay.
• Approve the access when the Zendesk window opens.
• You’ll see a ✅ checkmark confirming the connection.

Step 5: Add the LiveChat Handover Step in Your Flow

• In the Flow Builder, insert a LiveChat Handover step.

• Configure:

  • The message shown when an agent is available.
  • The message shown when no agent is available.

• The bot will:

  • ✅ Transfer the user to Zendesk if an agent is online.
  • ❌ Show fallback options (e.g., Quick Replies) if no agent is available.

Advanced Features

• Agent Joins/Leaves: Notifications appear in both Zendesk and ViaSay widget.
• Agent Picture: Agent avatars from Zendesk are displayed in the chat.
• File Uploads: Go to Zendesk > Settings > File Sending to enable uploads. Once enabled, a 📎 file icon appears in the widget after an agent joins.
• CSAT Rating: Zendesk CSAT is triggered after conversations. Ratings and comments are sent directly to Zendesk, not stored in ViaSay.

Troubleshooting

If the Zendesk handover fails, review the below points:

• You must have an Enterprise Plan.
• The API client must be created and connected using the same Admin account.
• Ensure your Zendesk Subdomain is accurate.
• Verify your Client ID and Client Secret are correct.

If the admin account that created the API client is deleted or downgraded, the integration will break.