This article applies to Zendesk Chat (formerly known as Zopim). You will also need Zendesk Chat account on the Enterprise or Premium (Legacy) package.
To setup a handover to Zendesk Chat we will make use of the Zendesk Chat Handover module in our agent_handover conversation flow.
How to find your Zendesk Chat account key?
- Sign in to your Chat dashboard.
- In the top right-hand corner, click your profile icon and, in the menu that appears select the Check Connection option.
- In the window that opens, your Chat account key will be a long string of numbers and letters on the second line, as shown in the example below.
For additional details reference Zendesk Chat
Using Zendesk Chat Handover Module
Drag a module into the flow at a point where you would like to handover the conversation to Zendesk Chat. You will need to provide the following information in the module settings:
|Account Key||Account Key can be found by following the above mentioned steps.|
|Name Field||Context field in which name has been captured|
|Email Field||Context field in which email has been captured|
|Department / Group Id||Department / Group Id (if using Agent Workspace) to transfer the chat.
Leave blank for first online department
The conversation will continue post agent handover after the agent ends the chat. This is useful to ask for survey or any follow up questions you might have.
Handover Chat Experience
Here is a video of how the experience looks like from a users point of view.