Setting Up Live Agent Handoff for Zendesk with Botpress (beta)

Table of Contents

1. Introduction
2. Installing the Zenes Integration
3. Configuring the Zenes Integration
4. Collecting User Information
5. Configuring the HITL Agent
6. Starting the Human-in-the-Loop Session
7. testing the Integration
8. Conclusion
9. Pros and Cons
10. Frequently Asked Questions (FAQ)

Introduction

In this article, we will guide you through the process of setting up the Zenes integration, which allows you to HAND off your bot's conversations to a live agent. We will cover the installation and configuration of the Zenes integration, collecting user information, configuring the HITL agent, starting the human-in-the-loop session, testing the integration, and provide some pros and cons. So, let's get started!

Installing the Zenes Integration

To install the Zenes integration, you need to navigate to the Integrations tab in your bot's dashboard. From there, you can find the Zenes integration and choose the bot you want to install it for. We will walk you through the installation process step by step.

Configuring the Zenes Integration

After installing the Zenes integration, you need to Collect some information from Zenes. This information includes the API token, organization subdomain, and your email. We will guide you on how to access the Zenes API and enable password and token access. Additionally, we will show you how to configure the integration in your bot's dashboard.

Collecting User Information

Before your bot can initiate a human-in-the-loop or Zendesk session, it is important to collect the user's name and email. This allows you to follow up with queries if needed. We will show you how to create user variables for name and email using the variables panel. Additionally, we will demonstrate how to collect this information from the user using raw input cards.

Configuring the HITL Agent

To enable the human-in-the-loop session, you need to configure the HITL agent within your bot. We will guide you on how to enable the agent and select the escalation integration, which in this case is Zendesk. We will also explain how to set up the intent to cancel HITL, allowing users to cancel the escalation if necessary.

Starting the Human-in-the-Loop Session

Once all the configurations are in place, you can trigger the human-in-the-loop session from the card tray. We will show you how to navigate to the agents menu and select the start HITL card. This card tells your bot to initiate a session in Zenes.

Testing the Integration

Before deploying the integration, it is essential to test it to ensure everything is functioning correctly. We will guide you on how to test the integration by interacting with the bot as if you were a user. We will also demonstrate how the bot creates a ticket automatically in Zendesk and sends a summary and transcript of the conversation.

Conclusion

Setting up the Zenes integration is a useful way to seamlessly hand off conversations from your bot to a live agent. We covered the installation and configuration process, as well as collecting user information and initiating the human-in-the-loop session. By following the steps provided, you can effectively integrate Zenes into your bot and enhance the customer support experience.

Pros and Cons

Pros:

• Seamless handoff from bot to live agent
• Easy installation and configuration process
• Ability to collect user information for follow-up queries
• Automatic creation of tickets in Zendesk
• Provides summary and transcript of conversation to agents

Cons:

• Requires initial setup and configuration
• Relies on the integration with Zendesk

Frequently Asked Questions (FAQ)

1. Can I customize the messages sent by the bot in the Zendesk tickets?

   • Yes, you have the flexibility to customize the content of the messages sent to Zendesk tickets to fit your use case.

2. Is it possible to use a different Live Chat platform instead of Zendesk?

   • Currently, the Zenes integration only supports Zendesk as the escalation integration. You would need to explore other options if you prefer a different live chat platform.

3. Can I collect additional user information during the human-in-the-loop session?

   • Yes, you can modify the conversation flow and collect additional information from the user by adding more raw input cards or using other card types.

4. How can I cancel the human-in-the-loop session if it was triggered by mistake?

   • The integration allows users to cancel the escalation by adding an intent to cancel HITL. You can customize the cancellation process or use the provided simple cancel intent.

5. Can I integrate Zenes with multiple bots?

   • Yes, you can install the Zenes integration for multiple bots and configure them individually.

Resources:

• Zenes Integration Documentation
• Zendesk