Support
The ChatBotKit platform allows users to connect their AI chatbots with support systems such as Zendesk, Intercom, email groups, and more. This integration automatically extracts customer details such as name and email address, which can be used to configure transcribed and summarized conversations with the correct email fields. This ensures that human support agents can follow up with the user with additional help or information.
This integration bridges the gap between fully autonomous support and human agents. The AI support agent can automatically answer questions and provide assistance to the user in real-time. Once the conversation ends, it is summarized and forwarded to the support team. Based on the outcome of the conversation, the team can follow up with the customer.
How to Use the Support Integration
- Log in to your ChatBotKit account and navigate to the "Integrations" tab.
- Expand "More Integrations" and select the "Customer Support" integration.
- Specify a name and optional description.
- At the very least you need to provide the incoming email for your support system, i.e. .
In addition to the instructions above, you need to instruct your chat bot collect the user’s name and email. This instruction can be provided in the bot backstory.
Once connected, your AI chatbot will automatically forward support to customers and forward summaries of all conversations which your support staff can reply to.
Triggers and Scheduled Tasks
The Support integration runs only on conversations that have a real person on the other side. It activates when a conversation becomes idle, extracts the customer's name and email, and forwards a summary to your support team.
Conversations created by autonomous agent runs - Triggers and Tasks - have no human counterpart, so the Support integration skips them by design. Running contact extraction on an autonomous conversation causes the extractor to invent placeholder details (for example, "Daily Trigger" <>) and attach a bogus contact to your contact list on every run.
If you configured a Support integration and it never produced any activity, check whether the conversations it was meant to process were started by a Trigger or a Task. Those conversations are intentionally excluded, and the integration will only act on chats with your end users.
Caveats
When using the Zendesk integration, it's important to note that emails sent from ChatBotKit may be marked as spam by the Zendesk system. This is due to the from email address and reply-to header line being different when we forward the email, which is necessary for correctly replying back to the original customer.
If you encounter this issue, we recommend adding the ChatBotKit email address to your Zendesk whitelist to ensure that emails are received properly. You can do so by simply mark one of the incoming ChatBotKit emails as not spam.