AI Agent for Zendesk Messaging: First Responder
Connect Zendesk Messaging and Wiredesk becomes the first responder on your Zendesk messaging channels, such as the Web Widget and your mobile apps. It answers from the same knowledge as your website chat, and when a customer needs a person it passes the conversation to your team in Zendesk Agent Workspace with its summary, a link to the conversation in Wiredesk and the end of the transcript, tagged wiredesk and wiredesk_handover. Then it stays out of it until your team ends the session.
What it does
Connecting does the Zendesk setup for you: it adds a webhook so Zendesk sends each customer message to Wiredesk, adds Wiredesk to your messaging switchboard with Agent Workspace next, and makes Wiredesk the switchboard's first responder.
Each message runs through the same agent as your website chat: its knowledge, instructions and actions. It hands over when the customer asks for a person or the agent decides they need one, and also when it can't answer at all, for example at your spend cap, so nobody is left waiting.
The handover carries the agent's summary (into a ticket field of yours if you name one), a link to the conversation in Wiredesk, as much of the transcript as fits, and the tags wiredesk and wiredesk_handover.
While your team has the conversation the agent says nothing, and the messages still appear in the Wiredesk transcript. When a Zendesk agent ends the session, the next message goes back to Wiredesk.
How to connect Zendesk Messaging
- In Zendesk Admin Center, go to Apps and integrations → APIs → Conversations API → Create API key, and name it Wiredesk.
- In Wiredesk, open the agent's Actions › Connections, click Connect on Zendesk Messaging, and enter your subdomain, the App ID, Key ID and secret key, and optionally a text ticket field ID for the summary.
- Turn on A person in chat & email under the agent's Handoff, so it can hand over.
What happens on each channel
The same agent answers every channel from the same knowledge.
Zendesk Web Widget and apps
The agent answers first, in text, and hands the conversation to Agent Workspace when a person is needed.
Website chat, phone, email, WhatsApp
Unchanged. Zendesk Messaging is one more place the same agent answers; to open Zendesk tickets from those channels, connect Zendesk too.
What it doesn't do
- One agent per Zendesk account: messaging conversations go to exactly one agent.
- It reads text messages only; a file or an image without text gets no answer.
- You can't reply to these conversations from Wiredesk. Your team answers in Zendesk.
- It doesn't send the greeting or suggested follow-ups as reply buttons yet.
- A channel that has its own responder set in Zendesk doesn't reach the agent until you set it back to the default.
Set it up
Questions about Wiredesk and Zendesk Messaging
Yes. Connecting adds Wiredesk to your messaging switchboard and makes it the first responder, with Agent Workspace next. The agent answers, and passes the conversation to your team when it needs a person.