# Zendesk Messenger

Automate live chat conversations through the Zendesk Messaging Widget — your agent responds to customers in real time.

## What you can do

* Automatically respond to customers in Zendesk Messaging conversations
* Hand off to a human agent when needed
* Customize the agent's name, avatar, and greeting
* Enable auto-translation for multilingual support

## How it's different from Zendesk tickets

The standard Zendesk integration handles email-based tickets. Zendesk Messenger handles **live chat conversations** through the Zendesk Messaging Widget embedded on your website or in your app.

|                    | Zendesk (tickets)               | Zendesk Messenger (live chat) |
| ------------------ | ------------------------------- | ----------------------------- |
| **Channel**        | Email tickets                   | Messaging widget              |
| **Response style** | Asynchronous                    | Real-time conversation        |
| **Actions**        | Reply, tag, assign, close, etc. | Reply, transfer to human      |
| **Best for**       | Email support automation        | Live chat automation          |

## Connecting Zendesk Messenger

### Prerequisites

* An active Zendesk integration on your eesel dashboard
* Zendesk Messaging enabled in your Zendesk account

### Setup

1. On the eesel dashboard, go to **Integrations > Zendesk** in the left sidebar and open your connected Zendesk instance.

<figure><img src="/files/bmbyg99iSlXmmRMCizaF" alt=""><figcaption></figcaption></figure>

2. In the **Triggers** section, find **Zendesk Messenger** listed as an available trigger. Click on **Connect**.

<figure><img src="/files/ecga306ldb8g4nfg5Ke0" alt=""><figcaption></figcaption></figure>

3. You will be redirected to authorize eesel AI for Zendesk Conversations.

<figure><img src="/files/5dheU9pnKHIsD9IB0gEB" alt=""><figcaption></figcaption></figure>

4. Once connected, you should see **Zendesk Messenger** as an enabled trigger. Click on the gear icon to configure the agent name, avatar, greeting message, and the Zendesk channels to respond to.

<figure><img src="/files/TxVdP2dEygn040tk6z5m" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/GDNV5iqeBtWzDJ1c1fOp" alt=""><figcaption></figcaption></figure>

### Installing eesel AI on Zendesk

1. On your Zendesk Admin Center, go to **AI > AI Agents**. Click on **Manage Marketplace Bots** at the bottom.

<figure><img src="/files/lS3AJ4TTLcdTrrwk6bpk" alt=""><figcaption></figcaption></figure>

2. Click on **eesel AI**.

<figure><img src="/files/3JifdLFejBLaNC5AtFcP" alt=""><figcaption></figcaption></figure>

3. Click on the checkbox for every channel you want the agent to respond to, then press **Save**. This will override any Responder that you have configured for those channels.

<figure><img src="/files/TUcf91YUsjwH5cHEerdU" alt=""><figcaption></figcaption></figure>

4. Your agent should now respond to customers!

## Actions

| Action                      | Description                                              |
| --------------------------- | -------------------------------------------------------- |
| **Send Messenger Reply**    | Reply to a customer in the Messaging Widget conversation |
| **Transfer to Human Agent** | Hand off the conversation to a human agent               |

## Customization

| Setting              | Description                                               |
| -------------------- | --------------------------------------------------------- |
| **Agent name**       | The name shown to customers in the chat                   |
| **Avatar**           | The image shown next to agent messages                    |
| **Greeting**         | The welcome message when a customer starts a conversation |
| **Channels**         | The Zendesk channels your agent should respond to         |
| **Auto-translation** | Automatically respond in the customer's language          |

## Tips

**Set a clear greeting.** Let customers know they're chatting with an AI assistant. Something like "Hi! I'm Acme's AI assistant. How can I help you today?"

**Configure transfer to human.** Always set up the Transfer to Human Agent action so customers can reach a person when needed. In your instructions, define when the agent should hand off.

**Test the full flow.** Test both the AI response and the human handoff to make sure the transition is smooth.

## Troubleshooting

**Can't configure your Zendesk channels?**

* Ensure that eesel AI is the default responder for the corresponding channels in your Zendesk account.
* One Zendesk subdomain can only support 3 eesel AI workspaces. If your Zendesk subdomain is connected to more than 3 workspaces, remove the Zendesk integration on those eesel AI workspaces.

**Messenger not responding?**

* Verify the Messenger connection is active in your Zendesk integration
* Check that eesel AI is the default responder for the corresponding channels in your Zendesk account.
* Check that you've toggled the corresponding channels on the configuration page inside the eesel dashboard, and that you've pressed "Activate" to save your changes.
* Ensure the Messaging Widget is deployed on your website

**Handoff not working?**

* Verify the Transfer to Human Agent action is configured
* Check that human agents are available in Zendesk to accept the conversation


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