Zendesk integration

Dialog can hand a customer with a post-sale question over to your team in the Zendesk messaging Web Widget. This page covers what is specific to Zendesk; how the handoff works, how to turn it on and how to guide Dialog’s answers are in Customer support handoff.

Prerequisites

• The Zendesk messaging Web Widget live on your storefront.
• Zendesk picked under Hand off to your helpdesk in Assistant settings → Assistant behavior → Customer support.

Caution

Only the messaging Web Widget is supported. With the older Web Widget (Classic), Dialog shows no button. Zendesk’s admin tells you which one your storefront runs.

To check: open a product page on your store, and confirm the Zendesk button appears and opens the messaging window.

What is specific to Zendesk

One conversation per customer, or several. If your widget allows a single conversation per visitor, a customer who already has one gets the question posted into it, since Zendesk would refuse a second one. Otherwise Dialog starts a new conversation with the question.

The messenger opens once the question is in the conversation.

Need help?

Email support@askdialog.com if the button never appears or if the messenger opens without the question.