Learn more about the Zendesk Integration, how it is done and what advantages it brings.
The integration of Zendesk Live Chat and a moinAI chatbot offers the possibility to pre-qualify customer inquiries if necessary and seamlessly forward them to a live chat team.
By automating repetitive requests and forwarding complex requests to the right contact person, the efficiency of customer support increases
Advantages of the Zendesk Integration
The Zendesk integration comes with a variety of advantages:
- Efficient automation: The moinAI chatbot can process general and recurring requests automatically, reducing the workload of support staff.
- Seamless handover: When it comes to a handover to a human agent, the integration ensures that the customer can continue talking without interruption.
- Individual routing options: Routing of requests is based on criteria such as topics or urgency and allows routing to specific teams or groups in Zendesk.
Prerequisites
The following requirements are necessary for successful integration:
- Zendesk Plan: The account must include the Enterprise Chat module.
- moinAI-SDK: The integration of the moinAI-SDK on the website is necessary.
Step-by-step instructions for integration
1. Preparations in Zendesk
a) Ensure the correct license or Zendesk plan.
It is necessary that the Zendesk account has the Enterprise Chat module. This is crucial for full functionality.
b) Adjust domain restrictions:
If domain restrictions are activated, the URL hub.moin.ai/preview/ must be added under Settings > Widget > Widget Security > Allowed Domains. This allows you to test the integration without any problems.
2. add the moinAI SDK to your website
The following script must be added to the website to connect the moinAI Chat widget to Zendesk:
<script src=“https://widget.moin.ai/zendesk-web-sdk.js”></script>
3. extract required data from your Zendesk account
a ) Retrieve Zendesk account key
- First open the Zendesk account and then the chat environment (URL: your-Zendesk-domain/chat/agent).
- By klicking the profile picture one can check the connection.
- A window appears in which the account key is stored. This account key must be saved in a secure location and communicated to the responsible customer success employee.
b) Configure group IDs (optional)
If the moinAI chatbot is to forward requests to certain groups, the names of these groups and the chatbot forms to which they are to be linked must also be communicated to the responsible customer success manager. The responsible contact person will retrieve the corresponding group IDs using the Zendesk API.
c) Set up tags (optional)
If the Zendesk system uses specific tags to categorize or forward conversations, these must also be specified. The default tag is “moinAI”. It is also possible not to use any tags.
Completing the integration
As soon as all the necessary data has been sent to the responsible contact person, the moinAI team will take care of the technical implementation and configuration. The integration can then be tested in the preview in the moinAI Hub to ensure that everything is working properly.
Using the integration makes it possible to combine the strengths of the moinAI chatbot and Zendesk Live Chat. An optimal combination to take customer service to the next level. If you have any questions about the setup, the moinAI customer success team will be happy to help you at any time.