Who this comparison is for
Chat Core highlights
- Pipeline with detectors/enrichers/deciders/actors; auditable traces
- Experiments (routes/models) + cost board
Zendesk (Agent Workspace + Flow Builder) highlights
- Unified Agent Workspace and macros/slas/views
- Low-code Flow Builder for basic automations
Capability matrix
| Capability | Chat Core | Zendesk (Agent Workspace + Flow Builder) | Notes |
|---|---|---|---|
| Session orchestration across channels | Native | Partial | Zendesk focuses on ticket lifecycle; cross-bot stitching requires build |
| Handoff contract (context/macros/tools policy) | Native | Partial | Macros exist; policy/tool blocklists centralized in Chat Core |
| LLM provider abstraction & budgets | Native | Partial | Marketplace bots vs centralized AI governance |
| Analytics on routing/containment/cost | Native | Partial | InsightLake vs Explore for ticket metrics |
| Ticketing & agent UI | Add-on | Native | Chat Core integrates to Zendesk tickets/macros |
- Best together: Chat Core orchestrates; Zendesk remains the system of record for tickets where needed.
Total cost of ownership
Retain Zendesk for tickets/agent UI; reduce custom bot glue by centralizing orchestration, safety, and routing in Chat Core.
Assumptions
- Zendesk deployed; adding multi-bot + LLM tools
Migration plan
From Zendesk (Flow Builder) · Keep tickets; elevate orchestration into Chat Core
-
1
Connect Zendesk via Actor to create/attach tickets during handoff
-
2
Move routing/guardrails to Chat Core; set SLA-based handoff rules
-
3
Enable experiments and cost limits; stream events to analytics
Security
- GDPR tooling (DSAR exports/TTLs), audit trails, SIEM export
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Orchestration Trace | Rules fired, confidence, cost, latency |
product_docs
Explains “why this decision”
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About Chat Core
Chat Core decides what happens next in any live conversation. It stitches identity across channels, maintains durable sessions, detects intent and sentiment, calls tools and knowledge bases, and chooses between automated replies or human handoff with clear SLAs. Operators get routing/skills rules, cost & safety guardrails, experiments, and an orchestration trace for explainability.
Tightly integrated with PulseGate for transport, LiveConnect for real-time inbox, Agent Desk for tickets, FlowForge for automation, Chronicle for audit-ready timelines, and InsightLake for analytics—so you can ship omnichannel support that scales safely.