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Guide
Zendesk Integration with Yext Chat
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Introduction
Introduction
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Completed 1
Step 1
Create a Conversation Integration in Zendesk
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Step 2
Create a Yext Chat Goal to Trigger Live-Agent Handoff
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Step 3
Provide Zendesk Webhook Credentials
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Step 4
Conditional Handoff Features (Optional)
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Next Steps
Reviewing Agent Handoff Requests in the Response Logs
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Step 4: Conditional Handoff Features (Optional)

Zendesk integration with Yext Chat also supports conditional live-agent handoff based on the business schedule set in Zendesk. This ensures that the chatbot initiates the handoff process and queues a request in Zendesk only during business hours, excluding holidays.

To enable this:

  1. You can configure this feature by providing Zendesk API Authentication credentials on the General Settings page. This enables the chat bot to interact with the Zendesk Schedule API. Zendesk API Auth field in general settings

  2. In the agent handoff instruction, specify the target schedule name to enforce. You can find this in the Zendesk Admin Center in the Schedules section. Zendesk Schedules screen

  3. Optionally, provide instructions on how to respond to the user if the handoff is not possible due to it being outside of business hours. Live agent no handoff instructions

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