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Hand off chats to Zendesk with the full transcript

Create a Zendesk ticket with the transcript and an AI-generated summary when a shopper asks for a person.

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What is sent

  • The conversation transcript, with AI messages labelled
  • An AI-generated summary, labelled as such
  • The shopper's email when given, and whether it is verified
  • Tags such as shopassist_ai and, for unverified emails, shopassist_unverified

Setup

  1. Connect Zendesk

    In the dashboard, open Handoff and connect Zendesk with OAuth.

  2. Choose when to hand off

    On request, outside office hours or when the assistant cannot help.

  3. Test it

    Send a test handoff from the playground.

Helpdesk handoff: Growth and up

Conversations you hand off are sent to Zendesk under your own agreement with Zendesk.

Frequently asked questions

Is Zendesk available now?

The Zendesk integration is being finalised. The badge on this page shows its status.

Is an unverified email set as the requester?

No. Unverified emails are never set as the ticket requester and are clearly marked in the ticket.

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