How You Use Live Experience in Zendesk

After you enable the Live Experience service in Zendesk, your Zendesk agents have complete access to the Live Experience Associate Desktop, right inside Zendesk.

Your agents can start meetings, send and receive SMS messages, read SMS conversations, call customers, and answer engagements routed to them. Clicking the LX icon in the Zendesk interface opens the Associate Desktop.

• The Zendesk Ticket sidebar is enhanced with a list of Live Experience engagements. When your agents open a ticket, they can quickly see the most recent engagements associated with a ticket. Clicking on an engagement opens the engagement details in the Live Experience Admin Console, where an agent can review the details and even replay the engagement.
• You can configure Live Experience for calling customers. If you do, then your agents also have the ability to call the customer directly by clicking on the Call Customer button in the Ticket sidebar. See Enable In-App Customer Calling for Zendesk. After you update your mobile app to receive notifications, and you configure Live Experience to send notifications to your apps, your customers can receive calls from you. These calls are essentially voice over IP calls, sent using Live Experience to your Live Experience-enabled mobile app. The incoming call from Zendesk behaves just like other kinds of calls. For example, the phone rings and a notification is presented to the customer, provided notifications are permitted and the volume isn't muted. The call interface is intuitive and familiar.
  Note: For a customer to receive your call, they need to have your mobile app installed on their phone. The customer needs to configure the app with contextual details. Customer lookup uses the mobile phone number to complete the call. The customer also needs to set up your app to allow notifications. If they don't allow notifications, the app won't notify them of incoming calls.