Zendesk talk integration details

When integrating Zendesk Talk with Assembled’s AI Voice agent you will need to configure routing calls to Assembled, as well as routing calls back to Zendesk Talk.

Routing calls from Zendesk Talk to Assembled

Set-up

First, when calls come into your Zendesk talk they will need to be transferred to a group with one agent in it. The agent within this group must never be ‘Online’ to accept voice calls

1. Create a new agent under zendesk.com/admin/people/team/members — this must be an agent who will always be unavailable to receive inbound calls, i.e. their profile settings for voice should always remain ‘Offline’

2. Create a new group under zendesk.com/admin/people/team/groups — this will be the group that has the always unavailable agent within it. Add your new agent from step 1. into this group

Activation

Navigate to zendesk.com/admin/channels/talk_and_email/talk, ‘Lines’

1. Click the gear icon to edit the line you would like to route to Assembled
2. Under ‘Routing’, set the Routing Group to the new group with unavailable agents that you created above
3. Under ‘Voicemail’, ensure this is disabled
4. Under ‘Overflow’, ensure this is enabled, and set the phone number your Assembled AI deployment strategist provides

Routing calls from Assembled back to Zendesk Talk

Set-up

There needs to be at least one other line set-up for Assembled to route calls back to. We can route calls back to different lines depending on call intents as part of the AI Voice Routing product. These inbound line(s) should be connected to your actual agent queues and leverage whatever existing settings you’d like to have around greetings, business hours, voicemail, etc.

Activation

Navigate to your Assembled Voice Agent settings page and update the destination number to the applicable Zendesk line calls should be routed to.