Amplifyreach integration with Zendesk


Integrating Zendesk


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Please follow the below steps to integrate your Zendesk account with AmplifyReach Catalyst Platform and create tickets for conversation

On Zendesk:
  • Login to your Zendesk account.
    Note your Domain URL, eg: https://youraccount.zendesk.com and UserName, eg: username@domain.com.
  • Go to Settings in Zendesk

  • Select Channels > API

  • Enable Token Access and get your token

On AmplifyReach Catalyst Platform
  • Login to your AmplifyReach account
  • Go to "Bot Studio -> My Conversations -> Add New Conversation" to create a new conversation.

  • Go to "Bot Studio -> Deployment", click on "New Deployment"

  • Select Conversations you want to deploy and also select "Zendesk" under Integration
  • Add Zendesk "API key", "UserName" and "URL"
  • Click on the "Verify Connection" and test the connection with Zendesk

  • Click on "Deploy Instance"
  • Copy the "Client Widget Code" for the deployed instance and paste that code into your website HTML

  • Click on the widget to start the conversation using AmplifyReach Chat Bot

You have now integrated your Zendesk account with AmplifyReach Chat Bot.

Zendesk Tickets & Conversations


Tip: Know how AmplifyReach will help you Scale Customer Engagement 24/7 to Drive Sales, Lead Generation, Support and Overall Happiness. Request a Demo


AmplifyReach Catalyst Platform integration with Zendesk will create tickets for each conversation.

  • On Zendesk Dashboard, you can see tickets created for the conversations

  • When Bot handles the conversation successfully a ticket is created with its priority as "Low" and the complete conversation is captured as part of the ticket.

  • If the Bot is unable to handle the conversation it transfers the chat to a human agent if human agent support is enabled.

    Tip: To enable go to Bot Studio → My Conversations → Messages → System Messages Settings → Human Agent Supported

  • The Zendesk ticket would have a "Start Chat" option in the ticket for conversations which are handover by Bot to the human agent.

    Tip: Human-Agent Support has to be enabled for the "Start Chat" option

  • Clicking on the "Start Chat" option with-in the ticket would open up an agent dashboard login terminal. Please use your AmplifyReach credentials for login. Please refer to Agent Terminal documentation for more details.

    Tip: Use your AmplifyReach Catalyst Platform account email address, without the domain name.

  • After login, you can check the handover chats under the PENDING of Home -> Chat Tabs. Please refer Accepting Handover Chats documentation.

  • Choose the pending chat and take over the conversation with your customer.