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Uniti AI
Turn every AI conversation (Voice, SMS, WhatsApp, web chat) into a fully tagged Zendesk ticket in real time.
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SupportAbout this app
About This App
Unwired Logic, an IT consultancy with 20+ years of experience, specializes in solving business challenges through technology. Our app brings every AI conversation into Zendesk automatically, in real time.
Uniti AI handles your customer conversations across voice, SMS, WhatsApp, email, and web chat. This integration captures every one of them as a structured Zendesk ticket — with the full transcript, an AI-generated summary, intent tags, and custom field data — so your support, sales, and marketing teams see the full picture in real time.
Key features
Real-time ticket creation: Every Uniti AI agent conversation across 5 channels lands in Zendesk automatically, with zero manual effort.
Full transcripts and AI summaries: Chat-bubble conversation history and an AI-generated outcome summary on every ticket.
Smart tagging and custom fields: Channel, intent, conversation type, lead source, and UTM attribution populated automatically.
No duplicates: intelligent customer matching by email and phone, plus automatic ticket reopen logic.
Bidirectional: Trigger Uniti AI follow-up calls directly from Zendesk macros, triggers, or workflows.
Data Handling and Security
Data exchanged. Conversation transcripts, AI summaries, channel/intent tags, and end-customer identifiers (name, email, phone) flow from Uniti AI through this connector into Zendesk tickets. Configuration secrets (Zendesk OAuth token, Uniti webhook secret, optional Uniti credentials) are stored per-installation by Unwired Logic.
Access control. Zendesk API calls use the OAuth token you grant at setup and are attributed to that user. The admin UI is restricted to emails listed in the Administrators parameter. Incoming Uniti webhooks are verified with a shared secret.
Transport and storage. All traffic uses HTTPS / TLS. Stored secrets are masked in the UI and never re-displayed after saving.
Permitted use. Data is used solely to deliver this integration. It is not used for advertising, profiling, training third-party models, resale, or any unrelated purpose.
Revoke / uninstall. Click Revoke OAuth Access in the app, or uninstall from Zendesk Admin Center.
Contact. support@unwiredlogic.com
Détails de l’application
Comment l’installer
Step 1: Install from the Zendesk Marketplace
On the Zendesk Marketplace, search for "Uniti AI" and click Install. Choose your Zendesk account if prompted.
In the install dialog, fill in Administrators — the email(s) of the Zendesk admin(s) allowed to manage this app (comma or semicolon-separated). Only these users see the configuration screen; everyone else gets "Access Denied".
After install, open the app from the Zendesk left nav bar.
Step 2: Register the Installation
On first open, a banner says "This Zendesk installation is not registered...". Click Register Installation. You may then see "...Unwired Logic support is working on the setup." — wait until this clears; our team is provisioning your backend. Reload the app once setup is complete.
Step 3: Grant Zendesk OAuth Access
In the Zendesk Access section, click Grant Access to Zendesk. A new tab opens the Zendesk OAuth consent screen — click Allow.
Important: The granting user becomes the acting agent — every ticket and action by the integration is attributed to them. Use a dedicated service account when possible.
Step 4: Configure the Uniti Webhook
In the Uniti Webhook section, copy the Webhook URL.
In Uniti, create a webhook pointing at that URL. Uniti generates a webhook secret — copy it.
Paste the secret into the Webhook Secret field here (must be longer than 6 characters) and click Save.
An empty secret means no caller verification — use only for short-term testing.
Step 5: Add External Webhook Systems (optional)
To forward Uniti events to downstream systems (CRM, analytics, etc.), use the External Webhook Systems section. Up to 3 systems, each with its own name, URL, and auto-generated signing secret.
Step 6: Set Up Uniti Proxy APIs (optional — for callers that cannot do OAuth)
Skip unless you'll call Uniti APIs from a place that can't perform OAuth (e.g., Zendesk triggers, automations, or macros hitting Create Lead / Stop Follow-Ups).
Get a Client ID and Client Secret from Uniti support.
Enter both in the Uniti proxy APIs section and click Save.
The section also shows the proxy URLs and API key your caller should use.
Step 7: Enable the Integration
In the Uniti Integration Service section, flip Enabled to Active. Uniti AI conversations will then start appearing as Zendesk tickets.
Troubleshooting
- "Access Denied" on the app — your email isn't in the Administrators parameter. An admin can update it via Admin Center → Apps and Integrations → Zendesk Support Apps → Uniti AI → Change settings.
- Stale OAuth grant — in Zendesk Access, click Revoke OAuth Access, then Grant Access to Zendesk again.
- Help: support@unwiredlogic.com
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