Not Planned

Integrated Chat Support through Zendesk

  • 23 July 2019
  • 7 replies
  • 156 views
Votes
A
Rank
Userlevel 4
We were hoping to get integrated chat support via an engagement which would link through to Zendesk to create a ticket and allow for our support staff to chat live with Users who need assistance.



7 replies

harshibanka
Rank
Userlevel 5
cc: @ciarapeter / @mickey

Client Outcomes Director, PX
julie_pinto
Rank
Userlevel 5
I would second that, especially if we could apply audience filters to determine who sees the support chat window. Some of our clients/partners may or may not want chat support enabled, and that would be much more difficult to manage through hard coding in our product. Perhaps this could be a component integrated into the Knowledge Center.

mickey
Rank
Userlevel 3
Hi,

You can embed a Chat button in an in-app engagement, if this a targeting use case to offer chat based on user behavior

Here's how to embed buttons that will trigger Zendesk chat:

<button "zE('webWidget', 'show')">Show Chat</button><button "zE('webWidget', 'hide')">Hide Chat</button><button "zE('webWidget', 'open')">Start Chat</button>



mickey
Rank
Userlevel 3
Hi Julie

What would be the citeria to show the chat option?

julie_pinto
Rank
Userlevel 5
Hey Mickey!

I could see a scenario in which we would set the audience criteria to some of the following options:

  • Account Name is _________ [list]
  • if it's a specific client that has upgraded to have chat support enabled
  • Integration Type is _______

    • this is a custom attribute for us, it would filter at the partner level, rather than at the individual client level
  • Segment = Accounts Upgraded to Chat Support

    • we may have a scenario in the future where we offer Chat support as a premium support upgrade. We might then create a Segment in GPX to include the accounts with this upgrade, then use the Segment as the audience criteria. That way, if we need to add or remove an account, we can just edit the Segment without having to Pause and Relaunch the engagement.
    [/list]Hope that helps clarify!

    • alextran
    Rank
    Userlevel 5

    CC @mickey Do we have this on the roadmap to allow certain accounts/users to only see the chat support?

    willpatterson
    Rank
    Userlevel 3

    We just recently upgraded our ZenDesk plan to include their chatbot and AI, it’d be so great if we could include this within the Knowledge Center Bot. This way we can ensure we target the KC Bot to the correct cohort and give the ZD Answer Bot as an enhanced Knowledge Center experience for our “Fully Automated” cohort - but then potentially the Chat with a live agent to our Enterprise cohort

    Will Patterson

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