This guide will help you integrate Zendesk for chat with your Reactiv Mobile App. Zendesk is an AI-powered platform for seamless support and engagement across every channel.
Prerequisites
Before setting up the Zendesk integration, ensure the following:
You have an active Zendesk account with access to the API Token & Chat Widget Key
Your Reactiv Mobile App is already set up and functioning.
Step 1: Access the Integrations Page
Log in to your Shopify admin dashboard.
In the left-hand menu, locate Reactiv - Mobile App Builder under the "Sales channels" section.
Click on Reactiv - Mobile App Builder to open the Reactiv dashboard.
Select Integrations from the sidebar.
Step 2: Locate Zendesk
On the Integrations page, use the search bar or scroll to find Zendesk under the "Chat" category.
Click the Connect button next to Zendesk to access the integration settings.
Step 3: Connect Zendesk to Your Mobile App
In the Zendesk integration popup, you will see a fields for the Email for the Admin Account User, Account Subdomain, API Token & Chat Widget Key
Obtain the necessary fields (steps in the below green callout box)
Paste the appropriate information within the fields in the Reactiv integration popup.
1. Account Subdomain:
The subdomain is part of your Zendesk URL. It typically follows the format:
https://yourcompany.zendesk.com."yourcompany" is your subdomain. You can find this by logging into Zendesk and checking the URL in your browser.
2. API Token:
To generate or find your API Token:
Log in to your Zendesk admin dashboard.
Click on the Admin (gear icon) in the sidebar.
Under the Channels section, click on API.
Make sure the Token Access is enabled (toggle it on if it’s not already).
Click on + Create API Token.
Give your token a name (for identification purposes).
Once created, copy the token. Be sure to save it securely, as you won't be able to view it again once you leave the page.
3. Chat Widget Key:
To find your Chat Widget Key:
Log in to your Zendesk dashboard.
Navigate to Settings.
Under Channels, click on Widget (or Zendesk Chat if it's a separate tab).
Go to the Installation tab.
You'll see the chat widget installation code, which includes the widget key as part of the JavaScript snippet.
The Chat Widget Key will appear as a unique alphanumeric string within the script, e.g.,
zE('webWidget', 'setConfig', {... 'key': 'your_widget_key'}).Copy the key for future use.
If you're having trouble finding these details, Zendesk's help center or support team can assist further.
Step 4: Save the Integration
After entering your information, click the Connect/Update button to save the integration.
Once saved, Zendesk will be connected to Reactiv.
Step 5: Add Chat Widget to Mobile
Navigate to Studio > Settings > Integrations
Scroll to the Chat Provider Section
From the Dropdown, select
ZendeskOnce the Chat provider is selected, you will have the ability to manage the Chat Widget Position
Once complete, click Save & Publish
Step 6: Verify the Integration
Return to the Studio and Preview your mobile app to confirm that the chat is displaying as expected.
If any issues arise, recheck the Zendesk settings make sure to Save the settings correctly.
Limitations
Zendesk Talk: The current integration supports chatbot only. Zendesk Talk is not supported within the Reactiv Mobile App.
Customization: Chat options may be limited to the default settings provided by the Zendesk integration.
Troubleshooting
Invalid API Token & Chat Widget Key: Ensure that you have correctly copied the API Token & Chat Widget Key from your Zendesk account.
Chat Not Displaying: Confirm that the integration was successfully updated and check for any necessary configurations within the Zendesk dashboard.
For more detailed information on managing and customizing your reviews, please refer to your account manager at Zendesk.