Using Zendesk and Third-Party Bots in Web Widgets
Can I use both a Zendesk bot and a third-party bot in different brand Web Widgets?
Yes, you can use both a Zendesk bot and a third-party bot in different brand Web Widgets, but there are some considerations. When you install a third-party bot, it becomes the main bot for all messaging channels under the same Sunshine Conversations app. This means that all channels will default to the third-party bot unless specific configurations are made.
To have different behaviors for different channels, the third-party bot developer must configure the source integration to pass control to the Zendesk bot for specific brands. This involves setting up a flow that includes the integration ID to ensure the correct bot handles the conversation. For more detailed information, you can refer to the originalZendesk help article.
More related questions
What happens when I install a third-party bot in Zendesk messaging?
Installing a third-party bot in Zendesk messaging makes it the main bot for all messaging channels. This is because all channels are managed under the same Sunshine Conversations app, which defaults to the third-party bot. If you want different…
How can I configure different bot behaviors for different channels in Zendesk?
To configure different bot behaviors for different channels in Zendesk, you need to work with the third-party bot developer. They must set up the source integration to pass control to the Zendesk bot for specific brands. This involves creating a…
Why does a third-party bot become the main bot in Zendesk messaging?
A third-party bot becomes the main bot in Zendesk messaging because all messaging channels are managed under the same Sunshine Conversations app. This setup defaults to the third-party bot for all channels. To change this default behavior, the…
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