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Abby Connect and Zendesk Integration for Calls

The Abby Connect AI receptionist integration with Zendesk, available through Zapier, creates contacts in Zendesk from each call’s caller ID and notes. When a New Call Record or New Message is logged, Abby Connect sends key details such as receptionist name and call start date/time so your team can review and follow up. This setup helps keep customer information organized in one place and ensures no caller falls through the cracks.

Use Cases

  • New Call Creates Zendesk Contact: When Abby Connect logs a New Call Record, Zapier creates or updates a contact in Zendesk using the caller ID and call notes. Your sales team can review these new or updated records to plan next steps and ensure every caller is captured accurately.
  • Message Details Logged as Activities: When a New Message arrives in Abby Connect, Zapier logs an activity in Zendesk with the caller name and phone number, if available. Your team gains visibility into every inquiry without switching between tools, making it easier to prioritize responses.
  • Call Notes Logged for Support Visibility: Every New Call Record from Abby Connect automatically adds a note to the matching contact in Zendesk through Zapier, including caller ID and receptionist name. Support teams can review these notes to understand prior interactions and maintain consistent communication across shifts.
  • Follow-Up Tasks After Calls: Your service staff get automated reminders when Zapier creates a task in Zendesk from a New Call Record that includes caller ID and notes. Teams can manage follow-ups directly in Zendesk, helping reduce manual work and keep post-call actions on schedule.

Features

  • Create Zendesk Contacts: When a New Call Record is received, Zapier creates or updates a contact in Zendesk using the caller ID and notes so teams can track every new inquiry.
  • Log Activities in Zendesk: Zapier logs an activity from each New Message onto the corresponding Zendesk contact, giving your team clear context about incoming inquiries.
  • Create Follow-Up Tasks: From a New Call Record, Zapier creates a follow-up task in Zendesk, helping teams manage next steps after each call.

Resources

FAQs

Is the Abby Connect and Zendesk integration one-way?

Yes. This is a one-way integration that uses Zapier to send data from Abby Connect to Zendesk. It cannot update or modify anything within Abby Connect.

What triggers are available for sending data to Zendesk?

The integration supports two triggers in Zapier: New Call Record and New Message. Each trigger can create or update a contact, log an activity or note, or create a task in Zendesk depending on your Zap setup.

How do I set up the Abby Connect integration with Zendesk?

To set up, sign in to Zapier, choose Abby Connect as the trigger app and enter your Abby Connect API key from my.abby.com under Settings, Integrations, Zapier. Then select Zendesk as the action app and map your fields.

Can I create follow-up tasks in Zendesk after a call?

Yes. When a New Call Record trigger runs, your Zap can create a follow-up task in Zendesk so teams can review notes and take next steps promptly.

Does the integration support tagging in Zendesk?

If configured in your Zapier workflow, a New Message trigger can add tags to contacts in Zendesk based on available message details, helping your team organize and prioritize inquiries.

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