Support integrations bridge the gap between fully autonomous AI support and human customer service agents. When configured, these integrations allow your AI chatbot to handle initial customer inquiries in real-time, collect essential customer information, and seamlessly escalate conversations to human support teams when needed.

The integration automatically extracts customer details such as name and email address during conversations, which are then used to properly route transcribed and summarized conversations to your support system. This ensures human support agents have full context and can follow up with customers effectively.

Creating a Support Integration

To create a support integration, you need to configure the connection between your chatbot and your support system. The most critical configuration is specifying the incoming email address for your support platform, which is where conversation summaries and customer information will be forwarded.

POST /api/v1/integration/support/create
Content-Type: application/json

{
  "name": "Customer Support Integration",
  "description": "Routes customer conversations to support team",
  "botId": "bot_abc123",
  "email": "support@acme.com"
}
http

The email parameter should be set to your support system's incoming email address (e.g., support@acme.com for direct email, or your Zendesk/Intercom email address). This is where ChatBotKit will forward conversation summaries and customer information after interactions complete.

Bot Configuration Requirements

For the integration to work effectively, your chatbot must be instructed to collect the user's name and email address during the conversation. This can be configured in the bot's backstory with instructions like:

"During the conversation, politely collect the user's full name and email address. Ask for these details naturally as part of helping them with their inquiry."

Warning for Zendesk Users: Emails forwarded from ChatBotKit may initially be marked as spam by Zendesk due to the reply-to header configuration required for proper customer routing. To resolve this, add ChatBotKit's email address to your Zendesk whitelist by marking one incoming email as "not spam". This is a one-time setup step necessary for reliable operation.

Listing Support Integrations

You can retrieve a list of all support integrations configured in your account using the list endpoint. This is useful for managing multiple support workflows or discovering which bots are connected to support systems.

GET /api/v1/integration/support/list
http

The endpoint supports pagination through cursor-based navigation, allowing you to efficiently retrieve large numbers of integrations. You can control the number of items returned per request using the take parameter, and navigate through results using the cursor parameter for subsequent requests.

Filtering Results

The list endpoint supports filtering by blueprint ID, which is particularly useful when working with blueprint-based workflows where multiple integrations may be grouped together. Use the blueprintId query parameter to retrieve only integrations associated with a specific blueprint:

GET /api/v1/integration/support/list?blueprintId=blueprint_xyz789&take=10
http

Response Format

Each integration in the returned list includes core identification fields (id, name, description), resource linking information (blueprintId, botId), the configured email address, and metadata including creation and update timestamps. This comprehensive information allows you to audit and manage your support integration configurations effectively.

The response also includes cursor information for pagination, enabling you to fetch additional pages of results when dealing with large numbers of integrations. Use the returned cursor value in subsequent requests to continue retrieving items from where the previous request ended.

Fetching a Support Integration

To retrieve detailed configuration information for a specific support integration, use the fetch endpoint with the integration's unique identifier. This operation returns the complete integration configuration including all settings, resource associations, and metadata.

GET /api/v1/integration/support/{supportIntegrationId}/fetch
http

The integration ID can be either the system-generated ID (starting with a prefix) or a custom identifier you've assigned to the integration. This flexibility allows you to reference integrations using whichever identifier is most convenient for your application or workflow.

Returned Information

The fetch operation returns comprehensive details about the integration, including its basic information (name and description), resource linking details (which bot and blueprint it's associated with), the configured support email address, and metadata fields that may contain custom configuration or tracking information.

This complete view of the integration configuration is essential for:

• Verifying integration settings before making changes
• Debugging issues with conversation forwarding
• Auditing support workflow configurations
• Synchronizing integration settings across systems

Updating a Support Integration

You can modify an existing support integration's configuration to adjust how conversations are routed to your support team, change the target email address, or update the associated bot. This flexibility allows you to adapt your support workflows as your needs evolve without creating new integrations.

POST /api/v1/integration/support/{supportIntegrationId}/update
Content-Type: application/json

{
  "name": "Updated Support Integration",
  "email": "support-new@acme.com"
}
http

All configuration parameters from the creation endpoint are available for updates, including the integration name, description, associated bot ID, and support email address. You only need to include the fields you want to change - omitted fields will retain their current values.

Common Update Scenarios

Changing Support Email: If you migrate to a new support system or want to route conversations to a different team, update the email parameter to the new destination address. The integration will immediately begin forwarding new conversations to the updated email address.

Switching Associated Bots: Update the botId to connect the integration to a different chatbot. This is useful when restructuring your bot architecture or when you want to use a specialized bot for support interactions while maintaining the same support email routing.

Metadata Management

The meta field supports partial updates, allowing you to add or modify specific metadata properties without affecting existing ones. This is particularly useful for storing custom tracking information, integration states, or workflow-specific data alongside your support integration configuration.

Deleting a Support Integration

When a support integration is no longer needed, you can permanently remove it from your account using the delete endpoint. This operation immediately stops all conversation forwarding to the configured support email address and removes the integration configuration from the system.

POST /api/v1/integration/support/{supportIntegrationId}/delete
Content-Type: application/json

{}
http

The delete operation is permanent and cannot be undone. Once deleted, the integration will no longer forward any new conversations to your support system. However, this operation only removes the integration configuration itself - it does not affect the associated bot, any existing conversations, or emails that have already been sent to your support system.

When to Delete Integrations

Consider deleting a support integration when you're decommissioning a chatbot, migrating to a different support platform, or consolidating multiple integrations. Before deletion, ensure you've documented any important configuration details you may need to reference later, as the integration settings cannot be recovered once deleted.

Impact on Active Conversations

Deleting a support integration does not affect conversations that are currently in progress. Any conversations that were already initiated will continue to function normally, but their summaries will not be forwarded to your support system when they complete. If you need to maintain support routing for active conversations, consider disabling the integration temporarily instead by modifying its trigger settings rather than deleting it.

Alternative to Deletion

If you want to temporarily stop conversation forwarding without permanently removing the integration, update the integration's configuration to modify the trigger settings or change the associated bot. This preserves your integration configuration for future use while preventing unwanted email notifications to your support team.