Sendbird Desk can be integrated with Delight AI agent, Sendbird's own AI agent, to combine AI-powered automation with human support. When integrated, the AI agent handles customer conversations and can hand off complex issues to human agents in Desk as tickets. This guide covers the integration setup, supported channels, and Desk-specific behavior when working with Delight AI agent.

Note: Self-serve integration is currently not supported. Contact a Sendbird representative to connect Sendbird Desk with Delight AI agent.

---

Once the integration is enabled, conversations between customers and Delight AI agent can be transferred to Desk through a handoff. When a handoff occurs, Desk creates a ticket with the conversation history and assigns it to a team based on your assignment rules.

The handoff behavior differs depending on the AI agent's environment:

For more details on handoff configuration, see the Delight AI Docs > Handoff.

---

In a Development or Staging environment, triggering a handoff displays a preview instead of creating a ticket. The preview shows the ticket priority, assigned team, custom ticket fields that would be populated, and the context object. This helps you verify how the Desk ticket would be created without affecting your live Desk workspace.

Note: To create an actual Desk ticket regardless of the environment, contact Sendbird to turn off this feature.

To view the image in full screen, click on the

1. Start a conversation with your AI agent in a Development or Staging environment and trigger a handoff.
2. Go to Evaluate > Reports > Conversations on the Delight AI dashboard.
3. Click a conversation to open the conversation details.
4. In the Conversation Information panel, find the Handoff details section.
5. Click View details for handoff preview to open the preview modal.

The modal displays the following information:

---

When a handoff occurs in a Production environment, Delight AI agent passes a context object containing customer-specific information to Desk. Desk uses this context object to automatically populate ticket fields whose keys match the context object's field keys.

1. Go to Settings > Desk > Ticket fields on the Sendbird dashboard.
2. Verify the ticket field keys you want to populate. If you don't have any, create them.
3. Make sure the context object's field keys exactly match the Desk ticket field keys.

Note: The context object's field keys must follow the Desk field key convention: only lowercase letters, numbers, and dashes.

When a handoff is triggered in Production, any matching ticket fields are populated automatically. The values appear in the ticket fields section of the ticket view in Desk.

---

When a handoff occurs in Production, Delight AI agent passes additional information to Desk that can be used in assignment rules. The AI agent analyzes the conversation and determines a category and sub-category — such as "Billing - Refund request" — that you can use as conditions in your Desk assignment rules.

To configure assignment rules, go to Settings > Desk > Rules on the Sendbird dashboard.

• Category and sub-category are system fields and cannot be edited manually.
• If category analysis fails due to timeout or other issues, the field remains empty and assignment rules based on the AI category do not apply.

To ensure tickets are always assigned even when category analysis fails, create fallback assignment rules using other ticket fields.

1. Create custom ticket fields for setting rules.
2. Create assignment rules based on those fields.
3. Pass values through the context object so the corresponding fields are populated.

---

The Desk integration with Delight AI agent currently supports three channels: Messenger, SMS, and Email.

For channel-specific details on SMS behavior, see the Delight AI Docs > Channels.