Adding Sunshine Conversations channels to the Zendesk Agent Workspace

This article provides an overview of how you can add Sunshine Conversations channels to the Zendesk Agent Workspace. This article includes the following sections:

• Channels overview
• Connecting your accounts
• Working with the additional channels

Channels overview

The Zendesk Agent Workspace currently supports the following social messaging channels:

• WhatsApp
• LINE
• WeChat
• Facebook Messenger
• Twitter DM

If you connect your Sunshine Conversations account to your Support Suite account, you can also get access to all your Sunshine Conversations channels except Mailgun. Examples of additional channels:

• Viber
• Telegram
• Apple Business Chat

To learn more about the channels supported in Sunshine Conversations, see Channels in the Sunshine Conversations docs.

Connecting your accounts

To use your Sunshine Conversations channels in the Zendesk Agent Workspace, you need to connect your Sunshine Conversations account to your Support Suite account. Contact your sales representative to connect your Support Suite account to your Sunshine Conversations account.

Note: At this time, you can't transfer Sunshine Conversation applications from Zendesk subdomains to Sunshine Conversations accounts with a standalone Sunshine Conversations license.

Working with the additional channels

After adding the channels managed by Sunshine Conversations, your staff can use the Agent Workspace normally to help users in those channels. Messages sent to a channel become tickets in the Agent Workspace. When an agent responds in the Agent Workspace, the comment appears as a reply in the user's messaging app.

In the following example, an agent is helping a user who reached out through the Viber channel, which is managed by Sunshine Conversations:

The channels supplied by Sunshine Conversations have the same functionality as the natively supported messaging channels in Agent Workspace, including business rules and Explore reporting. See the following resources:

• Getting started with web and mobile messaging
• Getting started with social messaging
• Messaging tasks for administrators
• Receiving and sending messages in the Zendesk Agent Workspace
• Messaging reporting in the Zendesk Agent Workspace

To activate the Agent Workspace, see Activating and deactivating the Zendesk Agent Workspace.