Manifest AI now supports direct agent communication through Zendesk LiveChat, enabling a seamless switch from AI assistant to human support. This integration brings powerful customer support right inside your Shopify storefront.
Customers can chat with human agents on your store via Zendesk, similar to BIK live chat experiences. Once Zendesk and Manifest AI are both installed and integrated, customers can move smoothly between the Manifest AI Assistant and Zendesk LiveChat based on their query.
How It Works:
How Zendesk LiveChat Works with Manifest
Chat Visibility: All LiveChat messages appear as tickets in Zendesk.
Session Continuity: If a chat is closed, users see "Connect again" or "Chat with AI" options.
Recent History: When users return, previous chat history and assistant options are visible.
Agent Handoff: The conversation summary is passed to the agent for quick context.
File Support:
Supported formats: PDF, JPG, PNG, JPEG (up to 5MB).
Files over 5MB trigger an error banner.
Agent Handoff Experience
Customers can switch between Manifest AI and Zendesk agents at any time.
If no agent is assigned, a loading state is shown.
Chat resets:
In the standard view: only Manifest AI chat is cleared.
In Manifest Playground: both AI and LiveChat history are cleared.
Limitations
Formatting: Only bold text and bullet points are supported.
Hyperlinks are not supported.
Reassignment visibility: Agent reassignment is not currently reflected inside Manifest.
Duplicate tickets: A new Zendesk ticket is created every time, even for returning customers.
Steps to Connect Zendesk LiveChat to Manifest
A. Zendesk App Configuration
Log in to Zendesk.
Go to Settings > Apps and Integrations > Conversations Integrations.
Add the following Webhook URL:
https://bikapi.bikayi.app/uat/gpt/livechat/zendesk/incoming-eventsSelect all the following events:
Client removed
Client added
Conversation referral
Delivery failure
Participant joined conversation
User updated
Client updated
Conversation created
Conversation deleted
Conversation message
Conversation read
User merged
Postbacks
Channel delivery success
User delivery success
User typing
Participant left conversation
Click on save.
Ignore Webhook ID and Shared Secret on the next screen.
B. Webhooks Connection
Navigate to Webhooks in Zendesk.
Click Create Webhook.
Choose the following events:
Agent assignment changed
Ticket created
Ticket merged
Status changed
Click Next, name your webhook.
Add the Webhook URL:
https://bikapi.bikayi.app/uat/gpt/livechat/zendesk/notify-ticket-meta-changeAuthentication: None
Add Headers:
created_by: manifestmanifest_store_id: your_store_id
C. Conversations API Setup
Navigate to Conversations API.
Click Create API Key, provide a name, and proceed.
Copy the generated:
App ID
Key ID
Secret Key
D. API Token Configuration
Go to API Configuration > APIs and enable API Token Access.
Save changes.
Navigate to API Tokens:
Click Add API Token, give a description, save it.
Copy the generated token.
E. Connecting in Manifest
Open Manifest Dashboard > Integrations.
Click the “+” icon in Zendesk Chat.
Enter:
App ID
Key ID
Secret Key
Zendesk API Token
Zendesk Subdomain
Zendesk Email
Click Add App.
F. Agent Handoff Configuration
Go to Customise > Agent Handover.
Select LiveChat under Agent Handover Flows.
Choose Zendesk Chat.
Select Open in Manifest, click Save.
Configure Zendesk LiveChat for:
Business hours
Non-business hours
Or both, based on preference
How a Customer Connects to an Agent?
Visit your Shopify store.
Open Manifest AI Assistant.
Type a query like "I want to connect with agent for order enquiry".
Manifest will display handover options.
Select Zendesk LiveChat > Click Contact Support.
Fill out:
Name
Email
Phone Number
Submit the form.
Once an agent is assigned, customers see:
"You are now connected to {{agent name}}. Please provide any additional details to assist you better."In Zendesk, visit Tickets > All Unsolved Tickets.
Assign or respond to the customer directly.
FAQs
1) Can customers switch between Manifest AI and Zendesk agents?
Yes, users can switch freely between AI assistant and human agents.
2) What happens if the agent is unavailable?
A loading state will be displayed until an agent is assigned.
3) Will I be notified when an agent is assigned?
Yes, the customer will be informed directly in the chat window.
4) What file types can customers send during chat?
PDF, JPG, PNG, and JPEG up to 5MB are supported.
5) Is the chat experience the same as the Bik Live Chat?
Yes, the functionality and handover process mimic Bik's live chat.
For further assistance or to raise feature requests related to Zendesk LiveChat Integration with Manifest AI, please contact [email protected].