This article gives you instructions on how to use our "Check Agent Availability" node of our Zendesk extension in Cognigy.AI. To use this API you will need special Connection credentials since the Chat API needs authentication for the Zendesk-WebApp called "Zopim". Thus, in this article, we first show how to generate an OAuth token (in an integrated Zendesk "Chat" account). With this, you can set up your connection in the Cognigy.AI "Check Agent Availability"-Zendesk-Node.
Table of Contents
- High-Level Procedure
- Detailed Procedure
- Create an API client inside your Zendesk Chat Account Settings
- Use the Client ID from the newly created API client to paste it into an URL
- Paste this URL into a new browser tab and allow the new client to access your Zendesk Chat account
- After clicking "Allow" a new URL will be opened, where you can extract your access token (Bearer) from
- Continue building your Cognigy flow depending on a Zendesk agent is online or not
High-Level Procedure
- Create an API client inside your Zendesk Chat Account Settings
- Use the Client ID from the newly created API client to paste it into an URL (see below)
- Paste this URL into a new browser tab and allow the new client to access your Zendesk Chat account
- After clicking "Allow" a new URL will be opened, where you can extract your access token (Bearer) from
- Use this Bearer token and the client ID to set up a new Zendesk Chat Connection inside of the Cognigy.AI Node "Check Agent Availability"
- Continue building your Cognigy flow depending on a Zendesk agent is online or not
Detailed Procedure
Create an API client inside your Zendesk Chat Account Settings
- Once you logged in to your Zendesk Subdomain navigate to Zendesk Chat > Settings > Account > API & SDKs and click the Add API Client button. Enter a client and company name and insert the following Redirect URL:
http://localhost:8080. It should look like this:
- Click Create API client and copy your client ID and the client secret into a notepad or similar. Keep in mind that the client secret will only be fully displayed one, so keep it safe or you will have to create a new API client if you lost it.
Use the Client ID from the newly created API client to paste it into an URL
- Replace in the following Authorization-URL the underlined terms CLIENT_ID and SUBDOMAIN. Use the Client ID from step 1 and your subdomain by identifying it from the account's URL: https://yoursubdomain.zendesk.com.
- https://www.zopim.com/oauth2/authorizations/new?response_type=token&client_id=CLIENT_ID&scope=read%20write&subdomain=SUBDOMAIN
- To give you a further inspiration - our adjusted URL with the test client looked like this (without the privacy-asterisks of course):
Paste this URL into a new browser tab and allow the new client to access your Zendesk Chat account
- Keep in mind that the Authorization-URL from step 2 has to be openend while you are logged in to your Zendesk subdomain in a different tab.
- Click the orange Allow button. It should look like this.
After clicking "Allow" a new URL will be opened, where you can extract your access token (Bearer) from
- In this showcase example our link looked like this: http://localhost:8080/#access_token=kl5uXZ44jUg7fsnjeQ*******NIKIQ1LOfSVslte31bdNaCt4yShBovXbnIFpbKr&token_type=Bearer&scope=read+write
- You can extract your final Bearer token for Zendesk Chat after the term "access_token_"
- In this case: kl5uXZ44jUg7fsnjeQ*******NIKIQ1LOfSVslte31bdNaCt4yShBovXbnIFpbKr
Continue building your Cognigy flow depending on a Zendesk agent is online or not
Inside of a Cognigy.AI Flow, one can. add the Check Agent Availability Node in order to check if a minimum of one agent is online or not:
Inside of the Flow Node, the previously created Bearer Access Token must be added as a Cognigy Connection in order to authenticate the request. Afterward, the conversation can be handed over to the Zendesk Agent Workspace. Read the following article for more information about this topic: Zendesk: Handover Webchat Conversations to Agent Workspace
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