Integrations
Ada extends Zendesk Messaging JWT authentication to Embed2 web chat
Vendor-reportedChecked: [release][guide]
Editorial attribution: Gosia Madej
Prepared with AI assistance. Editorial attribution does not imply personal product testing or manual review of every story.
Published: · Event date:
What changes for users
Test sign-out and a handoff from a session kept open beyond the renewal window. Inspect the actual Zendesk user and history, not just whether the transfer completed. Call reset() on sign-out: the guide says an already initialized Sunshine conversation keeps its identity even when stored identity is cleared.
Previously, Ada’s team added the signing key. The release now describes administrator setup and the zdChatterAuthCallback callback for Embed2. The integration guide confirms that route; Ada identity tokens remain a separate option requiring the Messaging SDK.
The guide distinguishes a Zendesk handoff identity from an Ada session identity: a Zendesk JWT does not identify the Ada session. Verified email linking requires email plus boolean email_verified: true. Email typed into the page or Capture blocks does not establish that verified identity.
Vendor-reportedChecked: [guide]
Checked against sources
AI-assisted source check
How this was checked
AI-assisted checks compared the dated release, integration guide and Embed2 callback reference. The latter now explicitly supports Zendesk Messaging, resolving the earlier documentation conflict. October 14 remains the announcement date; the later documentation check is not a new launch date.
No credentials, tokens or live handoffs were tested. The guide says a successful startup check renews identity validity for 24 hours, with no automatic renewal during an open session. Failed authentication can still produce an anonymous handoff when no other identity mapping applies.
Editorial assessmentChecked: [guide]
Source evidence
Original source excerpt. This shows what the source says; it does not establish product performance.
If the end user is not signed in, call the callback with no arguments.
Sources
- [release] Ada: October 14 Zendesk Messaging signing-key updateVendor-reportedPublished: 14 October 2026 · Checked: 16 October 2026
- [guide] Ada: Zendesk Messaging authentication and identity lifecycleVendor-reportedSource publication date not stated · Checked: 16 October 2026
- [sdk] Ada: Embed2 Web SDK authentication callbackVendor-reportedSource publication date not stated · Checked: 16 October 2026