This guide will walk you through setting up your Zendesk org to work with Fullview's AI escalation feature. Follow the steps below to enable seamless escalation workflows for both support tickets and Sunshine conversations, from Fullview AI.
Step 1: Connect Fullview to Zendesk
Step 2: Support ticket escalations
Step 3.1 (optional): Real-time Sunshine Conversations
Step 3.2 (optional): Ending of messaging sessions
✅ Prerequisites
Fullview AI enabled for your Fullview org
Fullview app installed from Zendesk Marketplace
Admin rights in your Zendesk org
Escalation options:
Fullview offers two ways to escalate AI conversations to your support team in Zendesk:
Support tickets for asynchronous escalations
Real-time conversations for live escalations using Sunshine Conversations
Before configuring either option, you must connect your Fullview organization to Zendesk.
Connect Fullview to Zendesk
In Fullview, open the navigation menu and go to AI Agent → Escalate to human
Connect your Fullview org to your Zendesk instance
This connection is required for both support ticket and real-time escalation flows.
🧾 Support Ticket Escalations
When a customer asks to speak to a human, Fullview AI can create a Zendesk support ticket.
Once Zendesk is connected, Fullview AI will automatically create Zendesk tickets when it cannot answer a customer’s question. This is an asynchronous escalation flow, allowing your support team to respond at a later time.
Support tickets configuration options:
Ticket assignee: The agent the ticket will be assigned to. This is primarily useful for testing and should be left empty once the initial tests were successfully completed.
Ticket Group ID: The Zendesk group the ticket should be assigned to.
Ticket tags: Tags added to each ticket (for example,
FullviewAI) for reporting, filtering, or automation.
💬 Real-time Sunshine Conversations
Prerequisite:
Zendesk connected to Fullview and Support Ticket configs (see above)
Zendesk Sunshine Conversations enabled
Support agents with Zendesk Messaging (Chat) access
This is the synchronous escalation option. It requires your support agents to be online and able to respond quickly to incoming conversations.
Step 1: Enable live chat escalation in Fullview
Go to AI Agent → Escalate to human → Enable the Live chat toggle
Step 2: Create a Conversation API key in Zendesk
In Zendesk go to Apps and integrations → APIs → Conversation API
Create API key
Give the key a descriptive name
Copy the following values into Fullview where prompted:
App ID
Key ID
Secret
This now allows Fullview to create conversations and send messages to your agent.
Step 3: Configure a webhook for agent replies in Zendesk
To send messages from Zendesk agents back to customers using Fullview's chat widget, you need to configure a webhook.
In Zendesk, navigate to Apps and integrations → Webhooks → Create webhook
Select Zendesk events
Chose all 3 of the following event types:
Status changed
Agent assignment changed
Message added
Name the webhook
We recommend including “Fullview” so it’s easy to identify later.
Endpoint URL
for EU-hosted Fullview orgs:
https://api.eu1.fullview.io/ai-agent/escalation/webhooks/zendesk/all
for US-hosted Fullview orgs:
https://api.us1.fullview.io/ai-agent/escalation/webhooks/zendesk/all
Authentication type and Bearer token
Under Authentication, select Bearer token
Generate a secure, hard-to-guess token and save it - you'll have to paste this token in Fullview, under the Escalation configs.
! Treat this token like a password — it ensures that only authorized requests can send messages to customers via Fullview.
Headers:
Header name:
fv-organisation-idValue: Your Fullview organization ID
You can find your organization ID on the Zendesk escalation configuration page in Fullview.
Step 4: Paste the Bearer Token in Fullview
The only thing left is to paste the bearer token you created in Zendesk (see above Step 3.6) inside Fullview, under AI Agent → Escalation → Live support
Ending of messaging sessions
Ending of messaging sessions
Relevant only if you have configured "Ending sessions" in Messaging → Messaging Settings
This will allow agents to stop answering without closing the ticket. You can do this if you want to handle the rest of the conversation async.
This is done via the red "End session" button in the message text area.
If you want this action to close the conversation you will need a second webhook and a trigger.
Use the same configuration as the previous webhook (headers, bearer tokens etc) but change the first choice to be a trigger. See image below.
In Objects and rules > Business rules > Triggers add the following:
Name: Fullview - On session end (the name is not used by fullview but having it easy to find is good).
Trigger category: Notificiations
Meets any of the following critieras:
Category: Ticketing > Messaging session state
Operator: Changed to
Value: Ended (This will close fullview conversations only when the session actually ended, not just out of inactivity).
It will look like this.
Alternative:
We can close conversations in fullview widget when conversations are inactive in zendesk. That is idle for more than 10minutes. Depending on how you use zendesk that might be something you want. If so do the following instead of the above configuration.
Category: Ticketing > Messaging session state
Operator: Changed from
Value: Active (This will trigger the closing of conversations both when they become inactive and manually ended).
Create an action
Notify by > Active webhook
Value: Select the one created above.
{
"ticket_id": "{{ticket.id}}",
"type": "fv:conversation_closed",
}If this is successfully configured when the support agent clicks "end session" the conversation in Fullview will be closed for future messages.
Great work! At this point the real-time escalation flow should be fully configured.