Live Chat Integration

Last Updated: January 18, 2023 12:21

Embed live chat in your Pendo Guide Center to provide real-time assistance alongside contextual guidance and product walkthroughs in Pendo.

Supported Providers

The following live chat providers are currently supported:

Intercom
Zopim by Zendesk (Access to Zendesk’s Web SDK is required to use the Pendo Integration. Enterprise or Premium (Legacy) Zendesk Chat account plan automatically include web SDK access.)
Drift

Note: More supported chat providers coming soon!

Requirements

You will need the following permissions to set up this integration:

Admin permission to your live chat instance
Admin permission to your Pendo account
Integrations Hub enabled on your Pendo account (See note below)

Note: Reach out to your Pendo Representative to enable Integrations Hub on your Pendo subscription.

Set up Live Chat integration

Step 1. Navigate to Integrations by clicking on your username and selecting Integrations.

Step 2. Select your live chat provider option and confirm your choice:

Step 3. Add your App ID associated with your chat instance and customize the title and description that you wish to display in your Guide Center.

Note: The easiest way to find your workspace ID is to check the URL of any page you have open in Intercom. It's the code that comes after apps/ in the URL.

Note: For Zopim users, check out Zendesk documentation for the App ID (or account key).

Step 4. When you have completed the configuration, select Add Integration.

Use Live Chat

Once you have your integration setup, your users can see the chat option and select it within the Guide Center.

When your users select the chat option, they can pick up an existing conversation or start a new one.

Frequently asked questions

I've set up my Intercom Live Chat but only a blank box displays?

Intercom requires specific fields to be passed through to display (i.e. email, user_id). These can be added as Pendo metadata. If Identity verification is enabled in your Intercom Security settings then you will also be required to pass an encrypted user_hash. How to enable Identity Verification

Do I need to update any settings in my Drift account when I'm setting it up?

Drift has updated its API, which no longer supports the sizing configuration option. https://devdocs.drift.com/docs/widget-configuration.

Current options include:

Appearance, including color, language, font
Icon, including icon, positioning, desktop/mobile