Zendesk Handoff to Live Agent

Learn how to enable users to communicate with a live Zendesk support representative

This integration allows the chatbot to connect the user with a live support representative when requested.

Step 1 - Connect and Install

NOTE: Access to this feature varies based on the specific plan you have chosen.

  1. Go to your "Your Bots" Page and click on a bot. If you haven't created a Bot yet, read this Quick Start Guide.

  1. Click [Integrations] from the left hand side menu, then click [Apps]

  1. Look for the [Zendesk Live Agent Handoff] integration. Click [Connect], then click [Install]

  1. Go to [Installed apps], then click [Setup Now] on the Zendesk Live Agent Handoff integration

  1. Enter the following details, the click [Save]

    • Organization Subdomain: If you subdomain is abc.zendesk.com, just enter "abc"
    • Email: email address used to log into Zendesk
    • Zendesk API Token : Go to Zendesk's Admin Page and generate an API Token.


To generate the Zendesk API Token

  • Go to your Zendesk account > Admin Center > Apps and Integrations > Zendesk API
  • Read this step by step guide on how to Generate an API Token in Zendesk.

  1. Refresh the page then click [View Details] to check that the connection was successful, all fields should be filled out.

Step 2 - Test the Integration

  1. Engage with your Botsonic chatbot and ask to talk to a human or an agent, then click the [Start live chat with human] button.

  1. The chatbot will connect you to a support representative and ask you to provide your name and email address.

  2. Go to your Zendesk account and search for the newly created ticket

  1. Open and respond to the ticket. Responses through Zendesk will be automatically posted a chat message on the chatbot's interface.