Zendesk chat integration with Layerise Product Assistant

apps ·

You can enable Zendesk chat in product assistant and keep using Zendesk as your primary post-sales communication platform. By enabling Zendesk, chat notification will be received directly in the Zendesk portal whenever a customer starts a chat in Layerise product assistant.

See Instruction Video here

ZenDesk Set up Instruction:

Step 1: Determine the Zendesk Version

The first step to integrating ZenDesk with Layerise is to determine the version of the Zendesk that you’re using. There are currently four versions of Zendesk chat in use.

You can find out your version below steps:

Zendesk_Toogle

You're on Zendesk Chat Phase 4 if...

  • You sign in to your account at zendesk.com.
  • Your dashboard URL is subdomain.zendesk.com/chat.
  • Agents update their name, email, and password in the Admin Center (accessed from the Chat dashboard via Settings > Personal >Profile tab, and clicking Edit Profile).
  • On your Chat dashboard, you see the Zendesk Product Tray icon (Highlighted in the above screenshot) at the top toolbar.

You're on Zendesk Chat Phase 3 if...

  • You sign in to your account at zendesk.com.
  • Your dashboard URL is subdomain.zendesk.com/chat.
  • Agents update their name, email, and password in Zendesk Support (accessed from the Chat dashboard via Settings > Personal >Profile tab, and clicking Edit Profile).
  • On your Chat dashboard, you see the Zendesk Product Tray icon in the top toolbar.

You are on Legacy Zendesk Chat if...

  • You sign in to your account at account.zopim.com.

  • Your dashboard URL is dashboard.zopim.com.

  • Agents update their name, email, and password directly in the Chat dashboard (accessed from Settings > Personal >Profile tab).

  • When you open your dashboard and go to Settings > Account and click the Zendesk Support tab, you see an option to sign up for Zendesk Support.

  • When you open your dashboard and go to Settings > Personal, you do not see a Zendesk Support tab

Layerise doesn’t support the old (Legacy Zendesk Chat) versions If you’re using Zopim legacy Zendesk chat, it is not supported. You will need to reach out to your zendesk representatives and upgrade your widget to one of the latest versions mentioned above.

Layerise doesn’t support the old (Legacy Zendesk Chat) versions. If you’re using Zopim legacy Zendesk chat, it is not supported. You will need to reach out to your zendesk representatives and upgrade your widget to one of the latest versions mentioned above.


Step 2: Enhanced messaging vs web classic

Now that Zendesk Version is determined, the next step is to check if you’re using Enhanced messaging or Web Classic.

2a. Login to your Zendesk account and from the home page, go to settings

Zendesk_Settings

2b. Once you’re inside settings, click on “Go to admin Center” to open Support Settings Zendesk_LinkAdminCenter

2c. Once you’re redirected to the portal below, click on the channel from one of the options highlighted.

Zendesk_Channellink

2d. Find option Classic in the menu under Channels sections and click on Web Widget

Zendesk_WebWidgetLink

2e. Once you’re inside the Web Widget section (Classic), if you see highlighted message in the screenshot below, you’re running enhanced messaging, if not you’re running web classic

Zendesk_WebWidgetCode

Go To Step 3 if you see highlighted message else skip to step 5


Step 3: Enable/Configure Enhanced message

3a. Go to the messaging page by clicking on the link displayed in the notification inside Web Widget (Classic) Section

Zendesk_ClassicWidgetLink

3b. You should be inside Messaging section within the same menu- Channel

Zendesk_messaging

Configure your chat window (if already not configured). You have the option to customize the chat window that the customer should see upon initiating a chat.

3b. Once the Web Widget(enhanced message) is configured, go to the installation section and copy the script from the icon highlighted below.

Zendesk_WebWidgetCode

Don't forget to paste the copied text in some file to use it later in Layerise portal.

If you would like to set up authenticating the user before initiating a chat session (called visitor authentication), go to steps 4

If you’re not using Enhanced Message, go to Step 5


Step 4: Setup Visitor authentication for enhanced Messaging

4a. Go to the Accounts sections and click on end-user authentication to set up authentication for end customers.

Zendesk_VisitorAuthentication Zendesk_VisitorAuthentication1

4b. Click on messaging and inside messaging section, click on “Create Key” button

Zendesk_CreateKey

4c. Add a new key and copy from the next screen as highlighted in the screenshot

Zendesk_VisitorAuthenticationKey1

Paste the copied text in some file to use it later in Layerise portal

Zendesk_VisitorAuthenticationCode

4e. Copy Secret and ID and keep it handy to paste in the Layerise portal.

Remember, when in layerise portal, The secret value should be added to the visitor token ID value should be added to JWT ID

Go to Step 7 for setting up in Layerise Portal (Skip step 5 & 6)


Step 5: Enable/Configure Web Widget(Classic)

5a. If you’re running Web Widget classic, you should see the page below once you’re inside the Web Widget section under menu Classic. Click on set up as highlighted below

Zendesk_ConfigureClassicWidget

5b. Once the Web Widget is configured, go to the setup section and copy the script from the icon highlighted below.

Zendesk_ClassicWebWidgetCode

Paste the copied text in some file to use it later in Layerise portals


Step 6: Setup Visitor authentication for Web Widget (Classic)

  • Click apps and click on “chat” as highlighted below
  • Click “Settings” in the sidebar
  • Click on “widgets”
  • Click “Widget security tab”
  • Click generate button under Visitor authentication
  • Copy generated secret and add to visitor token inside install app on Layerise.
Zendesk_VisitorAuthenticationClassic

Step 7: Configuring in Layerise portal

Now that we have our snippets handy, we can go into the Layerise portal and configure it with a product assistant developed.

7a. Login to Layerise admin portal and go to “apps” and click on Zendesk Chat

LayerisePortal Zendesk_LayeriseApps

7c. Remove existing text in the box and paste the copied snippets from step 4 (if it’s enhanced message) or step 5 (if it’s web widget (classic))

Zendesk_LayeriseZendeskCode

If you have set up end-customer authentication in step 4 or step 6, paste Visitor token and JWT ID

Secret value from Zendesk portal should be added to the visitor token ID from Zendesk portal should be added to JWT ID

Zebdesk_JWTID

Step 8: Enable Zendesk chat in Layerise

8a. Go to Settings once you have saved your snippet from the last step

Zendesk_layerise1 Zendesk_Layerise2

You should see Zendesk chat now as an option under chat where Layerise chat is selected by default.

8b. Change the selection from Layerise to Zendesk Chat and save changes.

Zendesk_Layerise3

8c. Once done, test your integration by opening product assistant from the QR code shown inside the product assistant portal

Zendesk_Layerise4

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