Zendesk Messaging HITL

Description

This integration makes Sunshine Conversations (Sunco) available as a channel for Human-in-the-loop on Botpress, integrated with Zendesk. When a user requests to speak with an agent, a conversation will be created in Sunshine Conversations and passed to Zendesk Agent Workspace for agent handling.

Configuration

You will need to have access to your Zendesk Account account to configure this integration.

Configuration fields on Botpress

• App ID: Your Sunshine Conversations App ID
• Key ID: Your Sunshine Conversations Key ID
• Key Secret: Your Sunshine Conversations Key Secret

Automatic Setup

When you register this integration, it will automatically:

1. Create a Integration in Zendesk Account with the name botpress-hitl-{webhookId}
2. Configure the webhook to receive events from Zendesk Messaging
3. Set up the integration to handle messages and switchboard events

The webhook URL is automatically configured during registration

Enabling Multi Conversations

Please enable multi conversations in Zendesk Messaging, you need to configure your Zendesk account settings:

1. Go to your Zendesk Admin Center
2. Navigate to Channels > Messaging and social > Manage Settings
3. Enable Multi conversations

When multi conversations is enabled, each new HITL session will create a separate conversation in Zendesk, allowing for better organization and handling of multiple support requests from the same customer.

Ending Sessions

Overview

Ending messaging sessions allows you to stop further interaction via messaging without closing tickets. This is useful to end a hitl session so the user can get back to the bot.

Please allow the agent to end sessions for a better hitl experience, otherwise, only the user will be able to do it

1. Go to your Zendesk Admin Center
2. Navigate to Channels > Messaging and social > Manage Settings
3. Enable Ending messaging sessions

Agent Actions

Agents can end messaging sessions at any time through the Zendesk Agent Workspace interface. When a session is ended:

1. The messaging channel for that conversation is closed and user is sent back to the bot
2. The ticket remains open for email follow-up.
3. A new hitl sessions from the customer will create a new ticket
4. The agent's capacity is automatically released