zendesk-chat

name	zendesk-chat
description	Enables Claude to manage Zendesk Chat conversations, support tickets, and customer service operations
version	1.0.0
author	Canifi
category	communication

Zendesk Chat Skill

Overview

Automates Zendesk Chat (formerly Zopim) operations including live chat management, visitor engagement, chat routing, and integration with Zendesk Support through browser automation.

Quick Install

curl -sSL https://canifi.com/skills/zendesk-chat/install.sh | bash

Or manually:

cp -r skills/zendesk-chat ~/.canifi/skills/

Setup

Configure via canifi-env:

# First, ensure canifi-env is installed:
# curl -sSL https://canifi.com/install.sh | bash

canifi-env set ZENDESK_EMAIL "[e-mail]"
canifi-env set ZENDESK_PASSWORD "your-password"
canifi-env set ZENDESK_SUBDOMAIN "your-subdomain"

Privacy & Authentication

Your credentials, your choice. Canifi LifeOS respects your privacy.

Option 1: Manual Browser Login (Recommended)

If you prefer not to share credentials with Claude Code:

1. Complete the Browser Automation Setup using CDP mode
2. Login to the service manually in the Playwright-controlled Chrome window
3. Claude will use your authenticated session without ever seeing your password

Option 2: Environment Variables

If you're comfortable sharing credentials, you can store them locally:

canifi-env set SERVICE_EMAIL "your-email"
canifi-env set SERVICE_PASSWORD "your-password"

Note: Credentials stored in canifi-env are only accessible locally on your machine and are never transmitted.

Capabilities

• Handle live chat conversations
• Manage chat routing and departments
• Access visitor information and history
• Use shortcuts and macros
• Create support tickets from chats
• Monitor chat analytics
• Set agent availability
• Trigger proactive chats

Usage Examples

Example 1: Handle Live Chat

User: "Respond to the waiting chat about account access"
Claude: I'll handle that chat.
- Navigate to Zendesk Chat dashboard
- Accept waiting chat
- Review visitor information
- Compose helpful response
- Send message and continue assisting

Example 2: Create Ticket from Chat

User: "Convert this chat to a support ticket"
Claude: I'll create the ticket.
- Open current chat conversation
- Click create ticket option
- Transfer chat details to ticket
- Set ticket priority and type
- Confirm ticket created with link

Example 3: Use Chat Shortcut

User: "Send the greeting shortcut to the new visitor"
Claude: I'll use that shortcut.
- Open chat with new visitor
- Type shortcut command
- Select greeting message
- Send to visitor
- Confirm delivered

Example 4: Check Chat Statistics

User: "Show me today's chat performance"
Claude: I'll pull those statistics.
- Navigate to Analytics section
- Select today's date range
- Gather chat volume data
- Calculate response metrics
- Present performance summary

Authentication Flow

1. Navigate to subdomain.zendesk.com via Playwright MCP
2. Enter email and password from canifi-env
3. Navigate to Chat section
4. Handle 2FA if enabled (notify user via iMessage)
5. Verify chat dashboard access
6. Maintain session cookies

Error Handling

• Login Failed: Verify subdomain and credentials
• Session Expired: Re-authenticate automatically
• 2FA Required: iMessage for verification code
• Chat Limit Reached: Cannot accept more chats
• Visitor Disconnected: Chat ended by visitor
• Department Not Found: List available departments
• Permission Denied: Check agent permissions
• Rate Limited: Implement queue for responses

Self-Improvement Instructions

When encountering new Zendesk Chat features:

1. Document new UI elements
2. Add support for new chat features
3. Log successful response patterns
4. Update for integration changes

Notes

• Zendesk Chat integrates with Zendesk Support
• Chat triggers require admin configuration
• Departments affect routing rules
• Analytics depend on chat history
• Proactive chat requires visitor tracking
• Some features require Enterprise plan
• Mobile SDK chats appear differently