Certainly.io

There is no native Certainly-Screendesk integration, but Screendesk's recording request link can be embedded directly in Certainly's chatbot cards and buttons to trigger screen recordings from AI-assisted conversations.

How It Works

Screendesk provides a direct recording request link that can be embedded anywhere:

https://app.screendesk.io/recordings/new?ak={ACCOUNT_KEY}&key={USER_KEY}&src=rria&p=1

End users click the link, record their screen in-browser (no install required), and the recording appears in the Screendesk dashboard. You can find that link on the dashboard.

Recording Request Link Parameters

Parameter	Required	Description
ak	Yes	Account key — identifies the Screendesk workspace
key	Yes	User API key — identifies the agent requesting the recording
src	No	Source identifier for tracking (use rria for generic request)
ce	No	Customer email — associates the recording with a customer
zid	No	Zendesk ticket ID — links the recording to a Zendesk ticket
p=1	No	Show account recorder instead of personal recorder.

Integration Methods

A) Generic Card with "Open URL" Button (Simplest)

1. In Certainly's bot builder, open the relevant Module

2. Add a Generic Card with a title like "Record Your Screen"

3. Add a Button with Action: "Open URL"

4. Paste the Screendesk recording link:

   https://app.screendesk.io/recordings/new?ak=YOUR_ACCOUNT_KEY&key=USER_KEY&src=rria&p=1

5. Set the link to open in another tab so the chat stays open

B) Dynamic Card with Variables (Personalized)

1. Collect the customer's email in an earlier module and store it as a Custom Variable (customer_email)

2. If you also have a Zendesk ticket ID, store it as a Custom Variable such as zendesk_id

3. Use Jinja2 templating to embed the values in the URL:

   https://app.screendesk.io/recordings/new?ak=YOUR_ACCOUNT_KEY&key=YOUR_API_KEY&src=rria&ce={{customer_email}}&zid={{zendesk_id}}

This associates the recording with the customer automatically.

If you have a Zendesk ticket ID available, you can also pass zid from a custom variable. This links the recording to the Zendesk ticket as well.

C) Web SDK (Programmatic)

Use Certainly's Web SDK to send the recording link programmatically from bot logic:

certainly.sendMessage({
  sender: "bot",
  message: {
    text: "Please record your screen so we can help you faster: https://app.screendesk.io/recordings/new?ak=YOUR_ACCOUNT_KEY&key=YOUR_API_KEY&src=rria&p=1"
  },
  webchatKey: "1"
});

Source Tracking

Recordings triggered from Certainly use the src parameter for analytics. Recommended values:

• rria — Generic "request recording in-app" (works out of the box)

• rrz — Generic "Zendesk Ticket" (works out of the box)

Relevant Documentation

Certainly

• Generic Cards

• Webhooks

• Web SDK

Screendesk

• Screen Recording Experience

• API Overview