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Platform Integrations

Introduction​

Platform Integrations connect Deepdesk's AI capabilities to your existing customer service platforms, enabling seamless automation and agent assist features within your team's familiar workspace. Deepdesk integrates with major CX platforms through a comprehensive set of integration touch points that enable bidirectional data flow, real-time interaction, and unified user experiences.

Integration Architecture​

Deepdesk's platform integration architecture consists of four key touch points that work together to deliver a complete, integrated experience:

Key Integration Touch Points​

1. Frontend Integration​

The Frontend Widget embeds Deepdesk's user interface directly into your CX platform, providing agents with seamless access to AI-powered features without leaving their workspace.

Key Features:

  • Embedded UI Components: Agent Assist panels, suggestion cards, and automation controls
  • Real-time Updates: Live suggestions and recommendations as conversations progress
  • Native Experience: Styled to match your platform's look and feel
  • Contextual Actions: Quick access to relevant features based on conversation state

Supported Methods:

  • Browser extensions (Chrome, Edge) with iframe widgets (LivePerson)
  • Native platform integrations with injected widgets (Salesforce, Genesys Cloud, Genesys WDE, RingCentral/Dimelo)
  • Partner SDK integrations (Tracebuzz via Parley, Dialogue Cloud via AnywhereNow)
  • Custom embedding via DeepdeskSDK

2. Data Ingestion​

Data Ingestion channels enable Deepdesk to receive conversation data and context in real-time, powering intelligent suggestions and automation.

Ingestion Methods:

Webhook-Based Ingestion​

The CX platform sends conversation events (messages, metadata, state changes) to Deepdesk via webhooks.

  • Best for: Platforms with robust webhook support
  • Advantages: Reliable, platform-controlled, comprehensive event coverage
  • Data Flow: Platform → Deepdesk (push model)
  • Used by: RingCentral/Dimelo, Dialogue Cloud

Frontend-Based Ingestion​

The Deepdesk widget captures conversation data directly from the platform's UI through browser extensions or embedded components.

  • Best for: Platforms accessed via web interface where webhook integration is not available
  • Advantages: Faster setup, no backend configuration required, works across different platforms
  • Data Flow: Browser → Deepdesk (client-side capture)
  • Used by: Genesys Cloud, Genesys WDE, Salesforce Chat/Email, LivePerson

Supported Data Types:

  • Conversation messages (customer and agent)
  • Metadata (ticket ID, customer profile, conversation history)
  • Platform state (queue, status, tags)
  • Attachments and rich media

3. API Connectivity​

API Connectivity enables Deepdesk to retrieve additional user information, platform metadata, and perform actions within your CX platform.

Use Cases:

  • User Enrichment: Fetch customer profiles, order history, account details
  • Metadata Retrieval: Pull ticket information, conversation context, team assignments
  • Action Execution: Update tickets, change conversation status, add tags
  • System Integration: Connect to CRM, knowledge bases, and internal tools

Authentication Methods:

  • OAuth2 for user-delegated access
  • API keys for system-level integration
  • Platform-specific authentication (Salesforce Connected Apps, Genesys OAuth)

Example Workflows:

  • CX Assistant retrieves customer order history via platform API
  • Agent Assist pulls knowledge base articles for suggestions
  • Automation updates ticket status after resolution

4. User Authentication​

User Authentication ensures secure access and maintains a unified identity across Deepdesk and your CX platform.

Supported Authentication Methods:

Single Sign-On (SSO)​

Users authenticate through your identity provider, providing seamless access to both platforms.

  • Protocols: OAuth2, SAML 2.0, OpenID Connect
  • Providers: Microsoft Entra (Azure AD), Okta, Google Workspace, Genesys Cloud, RingCentral
  • Benefits: Single login, centralized user management, automatic role provisioning

Email-based passwordless authentication for quick, secure access.

  • Use Case: Users without SSO access or temporary access needs
  • Flow: User enters email → receives secure link → instant access

API Key Authentication​

System-level authentication for backend integrations and service accounts.

  • Use Case: Platform-to-platform communication, automated workflows
  • Security: Scoped permissions, rotation policies, audit logging

For detailed setup instructions, see:

Integration Process Overview​

Setting up a platform integration typically follows these steps:

  1. Platform Selection: Choose your CX platform from supported integrations
  2. Authentication Configuration: Set up SSO or alternative authentication method
  3. Data Ingestion Setup: Configure webhooks or enable frontend ingestion
  4. API Connectivity: Establish API connections for data retrieval and actions
  5. Frontend Deployment: Install browser extension or native integration
  6. Testing & Validation: Verify data flow, authentication, and feature availability
  7. User Onboarding: Train agents and configure feature access

Supported Platforms​

Deepdesk provides integrations for the following CX platforms:

Native Integrations​

  • Genesys Cloud: OAuth-based SSO, frontend ingestion, platform API connectivity, natively injected widget
  • Genesys WDE (Workspace Desktop Edition): Desktop workspace integration with frontend ingestion
  • RingCentral / Dimelo: OAuth2 SSO, webhook ingestion, natively injected widget
  • Salesforce Chat: Native Lightning component for chat interactions with frontend ingestion
  • Salesforce Email: Native Lightning component for email management with frontend ingestion

Chrome Extension Integrations​

  • LivePerson / LiveEngage: Browser extension (Chrome, Edge) with iframe widget configured in LivePerson, frontend ingestion
    • Widget URL loaded in iframe within LivePerson interface
    • Chrome extension provides chat input field augmentation (tab autocompletion, suggestions)

Partner-Managed Integrations​

  • Tracebuzz: Integrated by Parley using the Deepdesk SDK
  • Dialogue Cloud: Integrated by AnywhereNow with webhook ingestion and Azure Entra SSO

Custom Integrations​

  • Custom Platforms: JavaScript SDK and REST API for custom integrations using the DeepdeskSDK

For platform-specific setup guides and requirements, see the User Guide.

Next Steps​

  • Getting Started: Follow the User Guide for step-by-step setup instructions
  • Technical Details: Review the Developer Guide for architecture and API references
  • Authentication Setup: Configure SSO and user access in Authentication
  • User Management: Set up roles and permissions in User Management