How to Set Up Zendesk Handoff Actions

Summary

Learn how to create a handoff action in Brainfish that allows users to escalate their queries to a live agent via Zendesk Chat.

When to Use This

Use this setup when you want to provide your customers with the option to connect with a human support representative through Zendesk Sunshine Conversations directly from your Brainfish widget.

Step-by-Step Instructions

1. Navigate to your Brainfish dashboard and click on Distribution.
2. Select the Actions tab.
3. Click the Create a new action button in the top right corner.
4. Choose Handoff Action from the available options.
5. Define your action by providing an Action name (e.g., "Escalate to Human").
6. Click Pick your actions to proceed.
7. Select Zendesk Chat from the list of integrations (specifically the one via Zendesk Sunshine Conversations).
8. Enter your Action Name, Zendesk Subdomain, App ID, Key ID, and Key Secret.
9. Click Add to confirm your credentials.
10. In the Select agents screen, choose the specific widget where you want this action to appear (e.g., "Widget: Customer Support").
11. Click Save & Publish.

Common Questions

• What credentials do I need for the Zendesk integration? You will need your Zendesk Subdomain, App ID, Key ID, and Key Secret.
• Can I apply this action to multiple widgets? Yes, you can choose to show it on all widgets or select specific ones during the setup process.

Troubleshooting Tips

• If the action doesn't appear in the widget, check that you have selected the correct widget in the "Select agents" step before publishing.
• Ensure all API credentials for Zendesk Sunshine Conversations are entered correctly without trailing spaces.

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