Inquiry: Integrating In-house Chatbot with Zoho Desk for Live Agent Support

Inquiry: Integrating In-house Chatbot with Zoho Desk for Live Agent Support

Hi Team,

We are exploring the possibility of integrating our existing in-house chatbot with Zoho Desk to provide seamless escalation to live agents.

Our requirement is as follows: within our chatbot interface, we want to offer users a "Talk to Agent" option. Upon selecting this, the user should be seamlessly transferred to Zoho Desk, where a chat window will pop up and become available for any of our agents to pick up and engage with the user via text. Once the live agent interaction is complete and the agent closes the chat, the user should be able to continue their interaction with our chatbot.

We would like to know if Zoho Desk offers any APIs or extensions that would facilitate this type of integration, allowing our chatbot to connect users to live agents for text-based support.

Thank you for your guidance.


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