This integration consists of incorporating the Zendesk Chat script inside an Aivo single page, which modifies its behavior using Javascript and CSS. With this, we achieve that the chat window behaves in a different way than the conventional one, allowing the Zendesk Chat window to be embedded in an iframe component inside the AgentBot window.
You can then resolve your users' queries through AgentBot and provide human assistance through Zendesk Chat when the referral rules are met. The front end of the window will always be Aivo's.
Some aspects to take into account for this integration:
- The customization of the Zendesk Chat Script window is subject to changes made by Zendesk.
- The Zendesk account with which the integration is generated must have configured the service department(s) in Zendesk.
- Check that Script versions are compatible with Zendesk chat script classic.
- The user will be able to have control to talk to the Virtual Assistant again by using the Back button.
- The Zendesk Script header cannot be displayed.
- If you use the Zendesk Help add-on, you will be redirected directly to chat.
- When you receive the conversation transferred from AgentBot, you will get a history of the session you had with the Virtual Assistant.
- Once it is served by the human agent, if it executes the action of refreshing the page, it will not be referred again.
- If changes have been made to the integration configuration, e.g. change of Zendesk name, change of user, change of settings, the existing one must be deleted and recreated. It is requested through a service request in Aivo support center.
- Zendesk may make, without prior notice or notification, modifications to any component of your window that may cause the referral to fail.