There are two ways for DigitalGenius to handover chat conversations to live agents in Zendesk.
Zopim Chat SDK Integration.
DigitalGenius widget will be served on your website to your visitors and any conversation that need to be handed over to an agent will be passed to Zendesk as new chats using the Zopim Chat SDK . Agents inside Zendesk can use either the old Zopim Chat interface or the new Agent Workspace.
With this integration there are some known issues when users leave the tab on mobile, since Zopim Chat are synchronous and have quick timeouts after some inactivity. Also Zendesk has deprecated support for this SDK. Therefore, although Zopim Chat integrations is possible, we recommended to use the SunShine Conversations integration.
Requirements for Zopim Chat SDK Integration
Zendesk Enterprise Plan is required to enable Zopim Chat SDK Integration.
SunShine Conversations Integration.
DigitalGenius widget will be served on your website to your visitors and any conversation that need to be handed over to an agent will be passed to Zendesk as a new conversation using the SunShine Conversations SDK and APIs. Agents inside Zendesk will receive new chats in Agent Workspace.
This is a preferred integration as it does not have any issues when user on mobile tap away from the active tab and works natively well with our multi tab synchronisation features provided by our widget.
Requirements for SunShine Conversations Integration
Zendesk Professional, Enterprise or Enterprise plan is required. Every handed over chat also consumes SunShine MAUs which you might need to purchase from Zendesk once you go above 1000 MAUs, please check your Zendesk pricing and MAUs.
Updated about 1 month ago