Home Integrations with Helpdesks [Zendesk] Step-by-Step Chat and WhatsApp Integration

[Zendesk] Step-by-Step Chat and WhatsApp Integration

Last updated on Aug 26, 2026

⭐ Summary

This article explains how to integrate conversations (Chat and WhatsApp) between ClaudIA and Zendesk, allowing messages to be sent and received through the Conversations integration (Sunshine), with support for automation, groups, and handover to N2.

📝 Integration overview

The Conversations integration connects ClaudIA Panel to Zendesk to centralize conversations from WhatsApp, Chat, and Web Widget, making it possible to:

  • Have conversations handled automatically by Cláudia

  • Hand over to N2

  • Use webhooks and triggers

  • Organize agents into groups in Zendesk

Prerequisites

  • A project created in the ClaudIA Panel

  • An active Zendesk account

  • Administrator permission in Zendesk

  • A Zendesk plan that includes Conversations Integrations (Sunshine)

⚠️ If the plan does not include Sunshine, you will need to use an alternative integration (add the FAQ link).

Step-by-step integration

📸 https://www.loom.com/share/849e8d1fff464af5a8bb95352dcbf09d

1️⃣ Open the project in the ClaudIA Panel

  1. Log in to the panel

  2. Open the project you want

  3. In the side menu, click "Integrações" (Integrations)

  4. Select Zendesk

  5. Choose the Chat option

2️⃣ Fill in the basic Zendesk information

  • "Subdomínio" (Subdomain): Copy the part before .zendesk.com in your Zendesk URL
    Example: https://empresa.zendesk.com → empresa

  • "Usuário" (User): Use the login of the account that ClaudIA will use:

    • It can be a dedicated account

    • Or the account of a specific agent, preferably one that is not used often

    • But it must have an active paid plan

3️⃣ Create an API token in Zendesk

  1. Go to the Admin Center

  2. Go to API → Tokens

  3. Click Add new token

  4. Name the token (example: Cloud Humans | Connector)

  5. Save it and copy the generated token

  6. Paste the token into the matching field in the ClaudIA Panel

4️⃣ Create groups in Zendesk

Create the groups before moving forward with the integration.

ClaudIA group

  • Suggested name: Cloud Humans

  • Add ClaudIA's account to the group

  • Copy the group ID from the URL

  • Paste it into the "ID do Grupo da ClaudIA" (ClaudIA Group ID) field in the panel

Handover group (N2)

  • Suggested name: N2

  • Include the human agents

  • Copy the group ID

  • Paste it into the "ID do Grupo N2" (N2 Group ID) field

💡 If the ClaudIA group field is left empty, the system creates a group automatically. We recommend creating it manually for greater control.

5️⃣ Create the Conversations integration in Zendesk

  1. In Zendesk, type API in the search field

  2. Go to Integrations > Conversations integrations

  3. Click Create integration

  4. Set a name (example: Cloud Humans | Connector)

  5. In the ClaudIA Panel, generate the Webhook

  6. Copy the webhook and paste it into the Endpoint field

  7. Select only: ✅ Conversation message

  8. Method: POST

  9. Save and continue

6️⃣ Create the API keys (Sunshine)

  1. Inside the integration you created, go to API keys

  2. Create a new key

  3. Set a name (example: Cloud Humans | Integration)

  4. Copy and paste into the ClaudIA Panel, in this order:

    • App ID

    • Key ID

    • Secret key

  5. Save the integration in the ClaudIA Panel

⚠️ A visual error may appear after saving. This is expected when the groups are set up manually and does not affect how the integration works.

❗Final note