Zendesk Messaging

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Coming soon

The Zendesk Messaging integration is rolling out soon and is not visible in dashboards yet. This page is a preview of how it will work, so you can plan ahead.

If your website chat runs on the Zendesk messaging widget, Lyro can be the AI responder inside it. Visitors keep chatting in the widget they already know, Lyro answers instantly from your knowledge, and when a human is needed the conversation lands in your Zendesk Agent Workspace - no new tools for your team, no new widget for your customers.

Like every channel, Zendesk Messaging needs an active agent trained on your content. If you have not built one yet, start with Create your first agent.

How it works

1. Open Distribute > Channels > Zendesk Messaging and select Connect, then authorize with your Zendesk account.
2. Finish setup in Zendesk: in Zendesk Admin Center, go to AI agents > Marketplace bots and assign the Lyro bot to your messaging channel (for example, your Web Widget). This step lives in Zendesk because only your Zendesk admin can decide who answers your channels - until a channel is assigned, nothing changes for your visitors.
3. Done - Lyro answers new conversations on the assigned channels.

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Requirements

Your Zendesk account needs Messaging and Agent Workspace enabled, on a compatible plan (Zendesk Suite Professional or higher, or standalone Sunshine Conversations). One Zendesk account connects to one messaging distribution.

Talking to your customers

Visitors write in your Zendesk widget as usual - the replies just come from your Lyro agent. Each conversation maps to one visitor, so returning customers keep their history and context.

To stop Lyro from answering a channel, unassign the Lyro bot in Zendesk Admin Center > AI agents > Marketplace bots - channel routing always stays under your Zendesk admin's control, so there is no separate on/off switch in Lyro.

Handoff to your team

When a customer asks for a human - or your escalation rules decide it is time - Lyro passes the conversation to your Agent Workspace, where your team picks it up natively. The visitor stays in the same widget the whole time; Lyro goes quiet for the rest of the handoff. The same happens when Lyro runs into a technical problem: it apologizes to the customer and hands the conversation to your team on its own, so nobody is left waiting on a silent bot.

If your escalation procedure names the tags Lyro should apply, they are attached to the ticket Zendesk creates for the conversation, so your team can filter and route on them.

When your team closes the conversation in Zendesk, control returns to Lyro - the next message from that visitor gets an AI answer again, and the agent knows a human conversation happened in between.

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Solved is not Closed

By default, marking a ticket Solved does not close it - Zendesk closes solved tickets on its own a few days later, and only then does the conversation return to Lyro. To hand conversations back as soon as your team solves them, add a trigger in Zendesk (Admin Center > Objects and rules > Triggers): when Status is changed to Solved, set Status to Closed.

Disconnecting

Disconnecting starts on the Zendesk side - bot installation always stays under your Zendesk admin's control. Uninstall the Lyro bot under Admin Center > AI agents > Marketplace bots; the distribution in Lyro then shows as disconnected, and you can remove it from your list.

Where to go next

• Train your agent before going live - see Knowledge.
• Decide when conversations should reach a human in Escalation.
• See every surface Lyro supports in Channels.