Zendesk Messaging for Helply

This article describes how a user can set up and configure Helply for Zendesk Messaging.

Step 1: Access Zendesk AI Agent

Go into the Zendesk AI Agent tab.

Step 2: Select Zendesk Messaging

Select Zendesk Messaging.

Step 3: Connect Integrations

Connect two integrations: Regular Zendesk Integration and Zendesk Messaging Integration.

For the Zendesk Messaging integration, go into Zendesk Admin Center, then Apps and Integrations, followed by APIs, and select Conversation API. Create it there, then copy and paste the App ID, Key ID, and Secret.

Step 4: Continue Setup

Once connected, click Continue.

Step 5: Configure Helply

In the configuration step, control how the Helply AI Agent will look like in the Helply Identity section. You can configure AI Agent name and avatar from your appearance settings.

Step 6: Additional Configuration

Configure if Helply should ask for more information before escalation.

Step 7: Save Configuration

If satisfied with the configuration, click Save.

Step 8: Set Up Test Mode

Set up a test mode to ensure the Helply AI agent functions correctly by creating a "Helply Test" Web Widget channel. Go to Zendesk Admin Center, then Channels, and select Messaging.

Step 9: Select "Helply Test" Channel

Once created, the channel named Helply Test will be listed. Select it for testing.

Step 10: Setup Test Mode

Click Setup Test Mode.

Step 11: Disconnect Test Mode

To turn off testing mode, click Disconnect.

Step 12: Go Live

If you are satisfied with testing results, go to the Go Live section and select a channel that Helply should handle in Live mode.

Step 13: Activate Live Mode

Click Go Live.

Step 14: Disconnect Live Mode

If you want to disconnect Live mode, click Disconnect.

FAQ