Zendesk Messenger

Connect Zendesk Messenger so the agent that works your tickets also answers live chats on your website and help center, and hands a chat to your team.

Zendesk Messenger is the live chat widget on your website and help center. Connect it and the same teammate that handles your tickets answers chats in real time, using everything it already learned from your Zendesk help center, macros and past tickets. There's no separate knowledge to set up.

Live chat takes every conversation. While the Live chat trigger is on, the agent answers every chat on the channels you switch on. So set the handover rules before you turn it on. On handover it opens a Zendesk ticket, so nothing is lost when your team picks the conversation up.

Your agent answers live chats in the widget, looking up what it needs mid-conversation.

What you can do

• Answer Zendesk Messaging conversations in real time, in the customer's language

• Send rich replies in the widget: product carousels (up to 10 cards), forms, quick replies, and webviews

• Hand a conversation to a human by creating a Zendesk ticket, with the fields you choose pre-filled

• Auto-Handover, which hands over on its own when a chat goes idle, after a wait you set (5 to 60 minutes)

Quick start

You need an active Zendesk connection and Zendesk Messaging enabled in your Zendesk account.

1

Connect the widget

Ask your agent in the dashboard chat to set up Zendesk Messenger. It sends you the authorization link, and you approve eesel AI for Zendesk Conversations in your browser.

Or click through it: open Integrations > Zendesk in the left sidebar, find the Live chat row (that is Zendesk Messenger), and click Connect Zendesk Messaging Widget.

The agent posts the connect link in the chat.

Open the link and give your Zendesk subdomain.

Zendesk asks for your account subdomain first.

Zendesk then asks you to allow eesel AI. It names what eesel can do: read your users' conversations, send messages on your behalf, and see profile information.

The Zendesk approval screen with the three permissions listed.

This approval is the one step a person has to do in the browser. If an AI agent is doing the setup for you, it hands you the link and waits.

Check it worked. The Live chat row under Integrations > Zendesk now shows settings instead of the Connect button. From a terminal, eesel status lists Zendesk as connected.

2

Set the bot name, greeting and instructions

Once connected, open the Live chat row under Integrations > Zendesk again. It now shows settings. Set the bot name, avatar and welcome message. The same settings list your Zendesk messaging channels. Switch on each channel the agent should answer. You can also tell the agent how to behave in the widget: keep replies short, escalate refunds, never quote prices. Left blank, it uses its default behaviour. A clear greeting like "Hi! I'm Acme's AI assistant" tells customers they are talking to an AI.

The Live chat settings, where you set the bot name, greeting and instructions.

Then check the automation is on. Open the agent's Automations page and make sure the Live chat row is switched on with Chat reply enabled.

3

Turn it on in Zendesk

In the Zendesk Admin Center, go to AI > AI agents > Manage Marketplace bots. Click eesel AI, tick every channel it should answer, and press Save. This replaces whatever answered those channels before, such as Zendesk's own bot. To check it worked, open Channels > Messaging. The channel should show eesel AI as its response type.

eesel AI set as the bot for your messaging channels in Zendesk.

4

Test it

Open the widget on your site or help center and ask something. Test the handover too. Ask for a human, then check the Zendesk ticket it creates has the fields you expect.

The agent answering a live question in the widget.

Actions

Action	What it does
Chat reply	Sends a message in the live chat conversation
Hand off live chat to a human agent	Transfers the chat to a human by creating a Zendesk ticket, fields pre-filled, and a tag on the ticket that points back to the chat it came from

If the customer keeps chatting after a handover, the agent can hand the same conversation over again. Auto-Handover can also create the ticket automatically when a chat goes idle for a wait you set, from 5 to 60 minutes. You switch it on in the Live chat settings under Integrations > Zendesk.

Troubleshooting

Messenger not responding?

Check the Live chat trigger is enabled on the agent's Automations page, each channel you want answered is switched on in the Live chat settings, eesel AI is the responder for those channels in the Zendesk Admin Center, and the Messaging Widget is actually deployed on your site.

Can't configure your Zendesk channels?

Make sure eesel AI is set as the responder for the corresponding channels in Zendesk (AI > AI agents > Manage Marketplace bots).

Zendesk refused the live chat connection?

One Zendesk subdomain supports at most 3 eesel live chat connections. A refusal means all 3 slots are taken, usually by another eesel workspace at your company or an old test workspace. Contact eesel support with your subdomain and we'll free one up.

Handoff not working?

Verify the Hand off live chat to a human agent action is turned on, and that human agents are available in Zendesk to accept the conversation.

FAQ

How is this different from the Zendesk ticket integration?

The standard Zendesk integration handles tickets: asynchronous, with the full set of reply, tag, assign and close actions. Zendesk Messenger handles live chat through the Messaging Widget: real-time conversation, with chat reply and human handover. Same agent and same knowledge, in a different place.

Does connecting Zendesk Messenger start replying to customers automatically?

No. The agent only replies once you enable the Live chat trigger and its actions, and only on the channels you turn on. Until then it does nothing.

How do I make sure a customer can always reach a human?

Turn on Hand off live chat to a human agent, and turn on Auto-Handover so a chat that goes quiet is handed off after a wait you set. When the agent hands over, it creates a Zendesk ticket for your team to pick up.

Can I limit which Zendesk messaging channels the agent answers on?

Yes, in two places: toggle channels in the Live chat configuration on the eesel dashboard, and choose which channels use eesel AI as the responder in the Zendesk Admin Center.

What does Zendesk Messenger cost?

Pay-as-you-go: a conversation your agent handles is one task, and chats you run from the eesel dashboard to test are free. See Pricing.

Related

• Zendesk for tickets, sources and the rest of the integration

• Automations and Schedules to turn the Live chat trigger on

• Instructions and Memory to tell it when to hand off