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ZenDesk Customer Engagement Hub

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Posted on by DavidAmes

We would like to do Seamless Handoff to a live agent as per this article video. https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-hand-off

We use ZenDesk Chat as our Customer Engagement hub.

ZenDesk is now an option to connect to a customer engagement hub, but the instructions link is broken. It simply goes here: https://learn.microsoft.com/en-us/microsoft-copilot-studio/

Where can I find instructions to connect to ZenDesk as a customer engagement hub?

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v-yueyun-msft on at

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Hi, @DavidAmes

As searched , you can refer to this document if it can help?

Configure a Copilot for Service copilot for a demo website or agent-facing console - Copilot for Service | Microsoft Learn

Best Regards,

Yueyun Zhang

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DavidAmes 12 on at

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Hi @V- - that is different functionality.

The article that you surfaced is about embedding a Copilot bot into the ZenDesk agent site using an iframe.

What i want to do is escalate / handoff a conversation to a human that is using ZenDesk Chat. In the same way that the Dynamics customer engagement hub works as per this article https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-hand-off

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gouravaramm 2 on at

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I am looking for similar integration with ZenDesk live agent. Please share any available documentation. thanks!!

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CU26110138-0 16 on at

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Zendesk’s docs for the Copilot CEH connection have been broken for a while so you’re not missing anything obvious. The setup should work through OAuth plus channel mapping but in practice a lot of teams end up looking for alternatives when the handoff flow doesn’t behave.

You might want to try the AI ChatGPT agents app for Zendesk as a backup option since it handles live agent handoff natively and the setup is pretty painless: https://www.zendesk.com/au/marketplace/apps/support/1019076/ai-chatgpt-agents-by-eesel/. It’s a good way to confirm whether the issue is on the Copilot side or the Zendesk side. If Zendesk chat is your main hub it’s worth comparing both flows just to see which one gives you a clean, reliable transfer to agents.

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