Zendesk AI Agents

Zendesk AI Agents invoke external APIs through the no-code Integration Builder — configure HTTP method, URL, and authorization. Point the URL at Interven for full enforcement.

Setup

1. Create the inbound route in Interven

Console → Inbound Routes → Add route

• Path prefix: zd-orders
• Upstream URL: https://your-shop-api.example.com/v1
• Upstream headers:

  X-API-Key: your-real-shop-api-key

• Tool name: custom_proxy

2. Configure Zendesk Integration Builder

In Zendesk Admin Center → AI Agents → Integration Builder → New integration:

• Method: POST
• URL: https://api.intervensecurity.com/inbound/zd-orders/lookup
• Authorization: None (Interven adds the real key)
• Body:

  {
    "orderId": "{{customer.orderId}}"
  }

3. Custom Action

Define a Custom Action in your AI Agent flow that invokes this integration. The action receives Zendesk's session parameters and forwards them through Interven to your real backend.

Behavior

Use cases

• PII redaction before backend: Customer types email/phone in chat; Interven redacts before forwarding to your CRM.
• Block writes outside business hours: Policy on verb=WRITE after 6pm.
• Approval for high-value lookups: Require analyst approval for orders over $10,000.