Integrate Mavenoid with Zendesk to connect users with live agents through the Web Widget or Web Widget (Classic) - both versions work similarly by launching the Zendesk Web Widget and passing conversation context to Zendesk agents.

Requirements

• Contributor Access To Mavenoid: If you do not have contributor permissions, contact your Mavenoid representative.

• Mavenoid Embed Script Access: The integration uses the External Script node in Mavenoid.

Configure the Integration

Use the External Script node to trigger the Zendesk Web Widget to open when the customer wants to chat with an agent in Zendesk.

1. Copy the Zendesk Chat Snippet:
   Retrieve the Web Widget code:

   • Web Widget: Adding the Zendesk Chat widget to your website.

   • Web Widget (Classic): Adding Web Widget (Classic) to your website or help center.

2. Configure Zendesk Widget Opening Function:
   After loading the Zendesk chat SDK, use:

   • Web Widget: Use zE("messenger", "open")

   • Web Widget (Classic): Use zE("webWidget", "toggle")

3. Pass context to Zendesk

   Pass user data and assistant context:

   • Web Widget:
     Use set-conversation-fields.

   • Web Widget (Classic):

     Use prefill and chat:send.

4. Close Mavenoid Assistant on Zendesk Launch:
   If using the Mavenoid Web Touchpoint, call mavenoid.push({ event: assistant-unmount }) to avoid widgets overlapping.

5. Add Zendesk Code to External Script:
   See External Scripts for Chat Handovers for detailed setup instructions.