Gatekeeper Bot

This App requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.

Gatekeeper Bot automatically collects customer information before routing conversations to your agents — so every ticket arrives with the right fields already filled in.

Two Collection Modes

• AI-Powered Conversations — The bot engages customers in natural dialogue, asking questions one at a time in the customer’s own language.

• Smart Forms — A structured form is delivered inside the messaging channel. Ideal for straightforward intake flows or when you prefer not to use AI.

Switch between modes at any time. Both modes map collected data to your Zendesk ticket fields automatically.

How It Works

1. The customer sends a message via any Zendesk Messaging channel (web, WhatsApp, SMS, email).

2. Gatekeeper greets the customer with a locale-matched message.

3. The bot collects the required information (AI conversation or form).

4. Data is mapped to ticket fields, and the conversation is transferred to an agent.

5. The agent receives the ticket with all fields pre-filled — ready to help.

Key Features

• Multi-channel support — Works across all Zendesk Messaging channels.

• Automatic language detection — Bot converses in the customer’s language (AI mode).

• Configurable fields — Use a visual field editor to choose which Zendesk ticket fields to collect.

• User info pre-fill — Name, email, and phone are pre-filled from the user profile when available. The bot will not ask for personal information if the user is authenticated, to streamline the flow.

• Custom bot profile — Set a display name and avatar.

• Locale-matched greetings — Different greeting messages for different languages.

• Inactivity handling — Automatic warnings and agent transfer for idle conversations.

• Re-engagement — Returning customers are routed to agents with their previously collected data.

• Data retention controls — Automatic cleanup of messages and PII after the bot session ends.

• Usage tracking — Monitor AI and non-AI conversation counts.

About OAPPS LLC

OAPPS has been a Zendesk partner since 2015, working on:

• Zendesk apps

• Zendesk implementations

• Data migration projects

Learn more at OAPPS.io.

Support

If you’d like annual payment options, or you don’t have a credit card, contact us through our Help Center.

💬 Contact us if you need help.

🐞 Report bugs or request features in our Help Center.

Data Handling & Privacy

• All data is encrypted in transit and at rest.

• What’s stored: message data, temporarily, on our servers.

• Retention: completed dialogs are deleted immediately; unfinished ones, after 30 days.

• Secure backend processing, with access limited to the permissions required for integration.

Privacy policy