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Zendesk Messaging
Resolve real-time customer conversations through Zendesk Messaging with AI orchestration.
Overview
Zendesk Messaging (Sunshine Conversations) is Zendesk’s real-time chat layer for web, mobile, and messaging channels, with conversations that can be handed off into the Zendesk agent workspace when needed. Lorikeet integrates with Zendesk Messaging so it can respond in real time and smoothly transition conversations between AI and human agents.
What it is
Zendesk Messaging + Lorikeet reduces wait times and improves first response by handling routine chat in real time, while ensuring customers can quickly reach a human when nuance or judgment is required. Your team keeps Zendesk as the system of record, with clear visibility into what the AI handled versus what required human support.
How to integrate
Connect Zendesk Messaging to Lorikeet by configuring Zendesk to send messaging events to Lorikeet via a conversation webhook and by enabling secure API access so Lorikeet can reply and hand off conversations reliably. You’ll create the required webhook/API credentials in Zendesk and share them with Lorikeet through your approved secure channel. If your workflow uses Zendesk configuration to reflect AI state (for example, marking a conversation as completed or ready for follow-up), you’ll add the recommended Zendesk custom field(s) and trigger(s) and share the field identifiers with Lorikeet.
