Step 1: Connect to Zendesk API
Step 2: Connect to Sunshine Conversations API
Installation and setup
To set up Gatekeeper integration with your Zendesk follow these steps:
1. Install Gatekeeper from the Zendesk Marketplace.
2. The setup wizard will open automatically after installation. Gatekeeper uses a step-by-step wizard to guide you through the initial configuration. Complete all 6 steps to activate the bot.
Please note: The installation page is accessible only from within the Zendesk Admin Center. Make sure to open Gatekeeper from the Apps and Integrations section of your Zendesk account.
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Step 1: Connect to Zendesk API
The first step authorizes Gatekeeper to access your Zendesk account for managing tickets and configurations.
Click the «Connect to Zendesk» button. A popup window will open where you need to authorize the application in your Zendesk account:
After a successful authorization, the popup will close automatically and the status will change to «Connected». Your Zendesk subdomain will be displayed on the page (e.g., yourcompany.zendesk.com).
Please note: If you see a warning «No subdomain detected», make sure you are accessing the app from within your Zendesk Admin Center.
Once connected, click «Next» to proceed.
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Step 2: Connect to Sunshine Conversations API
This step connects Gatekeeper to the Sunshine Conversations messaging API, which powers all bot conversations.
Please note: You must complete Step 1 (Zendesk API) before you can connect to Sunshine.
Click the «Connect to Sunshine» button. A popup window will open for authorization:
After successful authorization, the webhook is configured automatically and the status changes to «Connected».
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Step 3: Bot Profile
Customize how the bot appears to your visitors in conversations. This step is optional — you can configure it later from the settings.
- Display Name
Enter a name for your bot (e.g., «Support Bot», «Help Assistant»). This name will be shown to visitors in the messaging widget:
- Avatar
Upload a custom avatar image for your bot. You can drag and drop a file or click the upload area to browse. Supported formats: PNG, JPEG, GIF, WebP. Maximum file size: 100 KB.
Alternatively, you can paste a direct URL to an image in the «Avatar URL» field instead of uploading a file.
Click «Next» to proceed.
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Step 4: Data Collection
Configure what information the bot should collect from visitors before transferring the conversation to a human agent. The bot uses AI to gather the required data through natural conversations or simple forms. Please select which option you prefer
- Visitor Profile Fields
Select which visitor profile fields to collect. The bot will first try to pre-fill these from the visitor's existing Sunshine profile and will only ask for the missing ones:
- Name — visitor's full name
- Email — visitor's email address
- Phone — visitor's phone number
- Ticket Fields
Select which Zendesk ticket fields the bot should collect from visitors. The table shows all available custom and standard ticket fields from your Zendesk account. Use the search box to filter fields by name.
For each field, you can check the «Ask» checkbox to include it in the data collection, and the «Mandatory» checkbox to require it before the conversation can be transferred to an agent.
Dropdown fields will be displayed as reply buttons in the messaging widget, allowing visitors to select an option with a single tap.
Please note: For dropdown fields with more than 10 options, only the first 10 will be shown as buttons.
Click «Next» to proceed.
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Step 5: Internationalization
Greeting messages are sent to visitors when a new conversation starts. You can configure different messages for different languages. The bot will match the greeting to the visitor's locale from their Sunshine profile.
- Adding messages for each supported language
Click «+» next to the language to add greetings for additional languages
You can use the "Translate from default" button to translate messages from the default language.
Please note: At least one language must be marked as default.
Click «Next» to proceed.
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Step 6: Connect to a Channel
The final step is to connect Gatekeeper to one or more messaging channels in your Zendesk account (Web Widget, WhatsApp, Facebook Messenger, etc.).
Click the «Open Zendesk Admin» button — it will open the channel management page in the Zendesk Admin Center in a new tab. From there, connect the Gatekeeper bot to the channels you want to use.
Please note: You can also do this later from the Connection tab in the configuration settings.
Once done, return to the installer page and click «Finish» to complete the setup. The wizard will close and you will be taken to the Configuration mode.
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Configuration mode
After the wizard is completed, Gatekeeper switches to the Configuration mode. This mode provides a sidebar with tabs where you can manage all settings and monitor bot activity at any time.
- Statistics
View conversation statistics including total conversations, total messages, and conversation counts by status (Initiated, Collecting, Transferred, Completed). A chart shows conversation volume for the last 24 hours.
- Chat Log
Browse all conversations in a paginated table. Click on a conversation to view the full message history. From here you can also manually transfer an active conversation to a human agent or end a session for a transferred conversation.
- Bot Profile
Change the bot's display name and avatar at any time. Same settings as Step 3 of the wizard.
- Data Collection
Update visitor profile fields and ticket field configuration. Same settings as Step 4 of the wizard.
- Greeting Messages
Add, edit, or remove greeting messages and change the default language. Same settings as Step 5 of the wizard.
- Connection
View and manage your API connections. From here you can:
- Check the status of your Zendesk API and Sunshine Conversations API connections
- Reconnect either API if needed (e.g., after token expiration)
- View the webhook URL and configuration status
- Open Zendesk Admin to manage connected messaging channels
- Support
Find links to documentation, contact our support team via email at zendesk@oapps.io, or start a live chat with us for real-time assistance.
Remember to click «Save» after making changes on any settings tab!
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Gatekeeper supports multiple messaging channels through the Zendesk Sunshine Conversations platform, including Web Widget, WhatsApp, Facebook Messenger, Instagram, and more.
The bot uses AI to collect visitor information in a natural conversation before transferring to a human agent. All collected data is automatically attached to the Zendesk ticket as field values.
- For questions about Zendesk Sunshine Conversations setup, please refer to: Getting started with messaging
- For questions about connecting messaging channels: Adding messaging channels
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