Sendbird Desk SDK for Android lets you easily initialize, configure, and build the customer-support related functionalities to a client app. When a customer asks for help through live, in-app support built with the Desk SDK, agents receive those messages as tickets and can start a conversation on the Sendbird Dashboard. This page walks you through the quick steps to create your first ticket by installing and initializing the Desk SDK.
Note: As Sendbird Desk works based on Sendbird Chat, the interaction between users is built and provided by Sendbird Chat.
The requirements of the Desk SDK for Android are as below:
Android 4.0 (API level 14) or later
Java 7 or later
Gradle 3.4.0 or later
Before installing Sendbird Desk SDK, contact our sales team to enable Sendbird Desk on your dashboard. If you don't have an account for the Sendbird Dashboard, sign up to create a Sendbird application first.
Note: A Sendbird application gets paired up with one client app. Agents can support customers across all platforms, but customers from different Sendbird applications are excluded because all data is limited to the scope of a single application.
You can install the Desk SDK for Android using Gradle.
1. If using Gradle 6.7 or lower, add the following code to your root
Note: Make sure the above code block isn't added to your module
If using Gradle 6.8 or higher, add the following to your
Note: To learn more about updates to Gradle, see this release note.
- Next, for all Gradle versions, add the dependency to your module
- Initialize a
SendBirdDeskinstance when launching a client app.
- Copy the
APP_IDof your Sendbird application from the dashboard. The same
APP_IDmust be used for both Chat and Desk SDKs.
- Call the
SendBird.init()method using the copied
- Call the
SendBirdDesk.init()method within the
Note: If you call the
SendBirdDesk.init()again after calling the
SendBird.init()with a different
APP_ID, all existing Desk-related data in the client app will be deleted.
Every ticket in Sendbird Desk is mapped to a group channel in Sendbird Chat because the Desk SDK handles messages within a ticket based on Sendbird Chat. Therefore, to receive a message sent by a customer from Sendbird Chat, you need to authenticate the user using the
SendBird.connect() and the
SendBird.authenticate() methods with their user ID used in Sendbird Chat.
Ticket.create() method to create a ticket either before or after the customer’s initial message. Once a ticket is successfully created on the Desk server, you can access the ticket and its channel in the
ticket.getChannel() through the callback from the server. Until a customer sends the first message, agents can’t see the ticket on the dashboard. When a conversation starts, the ticket is assigned to an available agent by the Desk server while messages are sent and received through the Chat SDK.
Note: Because the
SendBirdinstance in a client app is connected to Sendbird server, Desk related events are delivered to the Chat SDK's event handlers. The event handlers receive callbacks from the server through the
onUserJoined(), and other event callback methods.