What's my plan?
Add-on AI agents - Advanced

Sunshine Conversations is an advanced messaging capability that is being integrated into the Zendesk messaging platform.

In this guide, we will cover the new ways to integrate directly within Zendesk.
To review the way this was done in the past, check out Connect your AI agent - Sunshine Conversations and Zendesk.

Note: Currently, Zendesk messaging doesn't support templates.
  • Step 1 - Authorize Sunshine Converstions within AI agents - Advanced CRM Settings
  • Step 2 - Connect via Zendesk
  • FAQ - Making Changes and Deactivating 

What's new?

Authentication is now done through the normal Zendesk account (however you will need an admin account dedicated to the AI agent, and be logged in as this to complete the process), but there is no longer a need to log in to a separate Sunshine Conversations account.

Enabling and disabling the AI agent now includes an additional step from the Zendesk Admin Center, click here to learn more.

Step 1 - Authorize Sunshine Conversations within AI agents - Advanced CRM Settings

Instruction  Visual

  • Go to the CRM settings page

  • Select Sunshine Conversations from the dropdown

  • Open the Integration Parameters panel

  • Select Escalation type Switchboard & Turn on the Using Zendesk messaging toggle

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  • (Optional) Click on the AI agent settings and add the Escalation group ID and/or agent avatar URL

  • Click Authorize Sunshine Conversations

    • A new page will open

    • If prompted, enter your Zendesk subdomain and sign in with your Zendesk account.

  • This is complete when you see the button in the AI agents - Advanced Dashboard changes to Unauthorize Sunshine Conversations

  • The automation engine will automatically turn on when you do this but the AI agent is not yet functional without completing step 2.
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Step 2 - Connect via Zendesk

  1. In Admin Center, click AI in the sidebar, then select AI agents > AI agents.
  2. Click Marketplace bots
  3. Locate the third-party bot you want to use as the default responder.
  4. Click the bot's Options menu ( ) and select Assign default.
  5. Click Save.

Step 3 - Test Your AI agent

  1. In Zendesk Admin Center > Channels > Messaging, select your web widget.
  2. In the upper right-hand corner, click the Test it now button. This will open a new window where you can test the current state of your AI agent.

Step 4 - Install the Web Widget on Your Website

  1. In Zendesk Admin Center > Channels > Messaging, select your web widget.
  2. Go through the setup process. It will ask you to update the channel name, copy the widget code, and customize the widget.
  3. Click the Save button in the bottom right-hand corner.
  4. Now, you can access the widget settings and code on this page at anytime in the future.

FAQ

How to Edit Integration Parameters post-setup

You may notice that when you try to edit an activated integration it is not possible to save the changes. This is a safety feature to ensure live integrations don't get changed by accident. 

It is possible to make changes though, but first, you need to turn off the automation toggle.

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Once this is turned off, the unauthorized Sunshine Conversations button will be clickable and this can then be deactivated. From here edits can be made and you repeat the process described above.

Disabling Zendesk Messaging Completely

Follow the steps outlined above, and then go to Zendesk to remove the app.

  1. Go to Zendesk Admin Center > Channels > AI agents & automations > AI agents.

  2. At the bottom of the page, click the options menu on the right side of the Ultimate app and select Uninstall.

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