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Conversational AI for fast and friendly customer care

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PJLI - IBM Watsonx Assistant Inquiry Handover to Zendesk

  • 1.  PJLI - IBM Watsonx Assistant Inquiry Handover to Zendesk

    Posted Tue November 05, 2024 11:21 AM
    1. we encountered an issue where an inquiry was not received on Zendesk (they can receive only it the Provate Message was ON), despite having followed the connection steps outlined here: [IBM Watson Assistant Deployment Guide](https://cloud.ibm.com/docs/watson-assistant/watson-assistant?topic=watson-assistant-deploy-zendesk#deploy-zendesk-get-account-key). Could you help us identify any possible reasons for this?
    • According to our Partner Client Team, enabling the private message feature would render the assistant ineffective, as they would still receive inquiries even if the issue has not yet been escalated to a live agent.
    • Steps checked and conducted to test if user can connect to agent even if PM is OFF.


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    Warren Enteria
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  • 2.  RE: PJLI - IBM Watsonx Assistant Inquiry Handover to Zendesk

    Posted Thu December 05, 2024 01:21 PM

    Hello Warren,

    I see that your question was not answered on the community, were you able to get the issue resolved? If not, I will follow-up on your behalf.

    Thanks,

    Nick



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    Nick Plowden
    AI Community Engagement
    IBM
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    Original Message