Preparing to create a custom integration for an AI agent

Zendesk AI agents are AI-powered chatbots that interact with your customers on messaging, email (including API and web form), and voice (EAP) channels. They can have conversations with customers and perform actions in authorized systems autonomously, automating and resolving issues so that your human agents can focus on more complex work.

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

What is a custom integration?

A custom integration is an API connection to your own or a different backend system, used to enrich the data within a conversation for customization, personalization and/or automation purposes.

Example API 1: getOrder

An end-user triggers a “where is my order” type intent. Their {{email}} is automatically passed from your CRM to the integration, we look up their past data in your backend and a carousel of their past orders is generated so the end-user can easily choose the order they’d like to know more about.

Once selected, the AI agent outputs the chosen order’s last known {{status}} and {{trackingLink}}.

Example API 2: updateAddress

An end-user triggers a “change my address” type intent. They provide their {{email}} and {{orderReference}} as authentication as well as their updated address details - the correct input format is validated through entities.

The new address is updated in your backend system.

Integration technical requirements

Available in another article here.

Reading list

To get the most out of your custom integration, the team should be familiar with the conversation design features listed below:

Conditional blocks

Entities

Actions