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Manage contacts and leads using the Zendesk Sell Action block

Overview​

The Zendesk Sell Action block connects your Ada bot to Zendesk Sell. With the Zendesk Sell Action Block, you can perform the following actions, all from within your bot:

  • Create or Update Individual Contact

  • Create or Update Organizational Contact

  • Create or Update Lead

  • Search Contact by Email

  • Search Lead by Email

note

This feature may not be included with your organization's subscription package. For more information, see Ada's Pricing page, or contact your Ada team.

In addition to having an Ada package that includes chat handoffs, you must also have one or both of the following additional licenses:

  • A Zendesk Sell Enterprise license to create and update contacts and leads

  • A Zendesk Sell Elite license to search contact and leads by email

Configure the Zendesk Sell Action Block​

To configure your Zendesk Sell Action Block, you need to get a Zendesk Sell access token from your Zendesk Sell instance, and then put it into your Ada dashboard.

important

To create Zendesk Sell access tokens, you must be an admin in Zendesk Sell (not just a Zendesk admin). Even though you can find most other Zendesk access tokens in the Zendesk Admin Center, Zendesk Sell is separate.

  1. In Zendesk Sell, in the left sidebar, click Settings.

  2. Under Integrations, click OAuth, then Access Tokens.

  3. You can only view access token values once, so if you don't have access to an existing token, chances are you have to create one. Click Add Access Token. Add an appropriate description in the Description field (e.g., "Ada Bot Integration Token"), leave the Scopes selected by default, and click Save.

After you've gotten your Zendesk Sell access token, complete the integration by putting it into your Ada bot.

  1. On the Ada dashboard, go to Settings > Integrations and scroll down to App Integrations.

  2. Next to Zendesk Sell, click Configure. You will see a dialogue window pop up, where you will be prompted to enter an API key.

  3. Enter your Zendesk Sell access token in the API Key field, then click Save.

  4. Refresh your dashboard to confirm that your bot has successfully saved the access token. Congratulations! Now you can use the Zendesk Sell Action Block in your bot.

Use the Zendesk Sell Action Block​

To use the Zendesk Sell Action block:

  1. Drag the block into the appropriate Answer.

  2. Select the action you want the block to perform in the Select Action dropdown.

    You have the option to select:

    • Create or Update Individual Contact

    • Create or Update Organizational Contact

    • Create or Update Lead

    • Search Contact by Email

    • Search Lead by Email

  3. In the Select Variables for Inputs field, add in the Ada variables that you want to be passed to Zendesk Sell in mandatory fields attached to this action. In this example, Email and Last Name are mandatory fields. Mandatory fields are set in Zendesk Sell.

  4. In the Select Optional Inputs dropdown, select any other field from Zendesk Sell you want to map Ada variables to.

  5. If you want to save the Lead ID in Ada for future use in an Answer flow, under Save Response as Variables select ID, and then add appropriate variable to save the Lead ID information in.

  6. Select a Fallback Answer in the event that the request fails.

Have any questions? Contact your Ada team—or email us at .