Settings Guide
  • Configure the Virtual Shopping experience in Dashboard
  • On-site chat
    • On-site Chat overview
    • Supported languages
    • Custom theme
    • Photo and video sending
    • Privacy policy URL
    • Terms and conditions URL
    • Customer service URL
    • Customize text
    • Manage where On-site Chat displays
  • Store App
    • Store App overview
    • Employee ID
    • Saved Replies
    • Simultaneous Chat
      • How Simultaneous Chat works
      • Frequently asked questions
  • Management Tools
    • Manage Stores Index
  • Account
    • Account overview
    • Product Feed
    • Currency
    • Time zone
    • Contacts
    • Team availability
    • Out of operating hours
    • Left Message SMS sender ID
    • Left Message expired URL
    • Department settings
    • Adding a new department
    • Zendesk integration
      • How shoppers start a Zendesk chat
      • User journey example
      • Activating your Zendesk integration
      • Added features overview
      • Frequently Asked Questions
    • Messenger Integration
      • How shoppers start chats
      • Activating your integration
      • Frequently asked questions
  • Notifications
    • Manage Team email notifications
    • How to set up Manage Team email notifications
    • Frequently asked questions
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On this page
  • Starting customer service chats
  • The Needs Selector
  • The in-app transfer menu

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  1. Account
  2. Zendesk integration

How shoppers start a Zendesk chat

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Last updated 2 years ago

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Starting customer service chats

Shoppers can start a chat with Zendesk Customer Service teams from within a Virtual Shopping chat in 2 ways: via the Needs Selector or by being transferred by an expert using the store app.

The Needs Selector

When a shopper is shown the Needs Selector in an online chat, they can select the ‘Customer Service’ option to start a dialogue with a Zendesk Customer Service team.

Review a common user journey here:

The in-app transfer menu

The in-app transfer menu makes it possible for experts to divert shoppers to Zendesk Customer Service teams. This menu is available once your Zendesk integration has been switched on and the Virtual team has switched on the ‘transfer menu’.

Experts can then select 'Redirect to Customer Services' from the transfer menu to pass shoppers over to your Customer Service team.

User journey example