Zendesk Live Chat - API Integration with Rasa [Question]

Rasa Open Source
1

Hello,

I am very new to Rasa X and have been trying to figure out everything with it. I have finally gotten everything set up locally, but I downloaded Rasa and Rasa X in order to deflect live chats within our Zendesk environment. With me being new to this sort of stuff. I’m not really sure where to start and how to start with this.

I have done a lot of work with Zendesk APIs and other integrations within Zendesk, but when it comes to integrating with Rasa X, I am lost…

I have seen some relevant posts about Zendesk API with Rasa, but none that really have instructions on how to go about doing this.

Previous posts I've looked at about Rasa X and Zendesk

I’ve seen things about custom actions, but I don’t really know what I would be adding to these custom actions or where to go from here, to be honest…

I am using Helm to deploy both Rasa and Rasa X.

2

There’s an example of doing this in the Financial Demo bot which is discussed here. In the example, the user is switched between two different Rasa bots. In your case, you would transfer to the live agent.

The example uses the Scalable Minds chatroom widget to manage the connection between the bots.

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3

Thank you for the reply, but I am stuck on the part of actually connecting Rasa to Zendesk’s Chat API. Are there are instructions on creating the API connection between the 2 platforms?

4

You can see a complete example of connecting Rasa to ServiceNow here.

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