Add-on | AI agents - Advanced |
Within a Sunshine Conversation App, only one AI Agent can be integrated. However, our customers typically want to support numerous markets, languages, brands and channels. This results in a need for numerous AI Agents as well.
It is currently not possible to integrate more than one AI Agent. For that reason, we have introduced the concept of groups in our Sunshine Conversation integration. You can easily authorize and manage a group of Sunshine Conversation AI Agents.
When should you use Sunshine Groups
- When you have various AI Agents for each of your brands or experiences
- When you have numerous AI Agents that should behave as one integration
- When you have many AI Agents that are difficult to manage separately
How to create a Sunshine Group
Step 1: Add Sunshine Group as a CRM integration
Step 2: Create a group
- You can either create a new group or join an existing group
- To create a new group, click on
Create Group
- Group Settings:
- Give the group a name. We recommend you match the name of the group the same as the name of the smooch app.
- Optional, provide a description for the group.
- AI agent settings:
- Provide the ID of the human group in Zendesk Support. This is the groups that your AI Agent will escalate to when needed.
- This group cannot be edited so please be sure to add the correct details.
Step 3: Authorize the Group
- Click on
Integration Group Parameters
. You will be redirected to the Group Settings. - Click on Integration Group Parameters and provide the
App ID
,API ID
andAPI Secret
as you would for a regular integration - this can be found in Zendesk Admin Centre > APIs > Conversations API (please note you are limited to creating 10 API keys). Make sure to save these as the secret is not accessible after you close the window. You mustn't delete these as they are the keys for us to connect to your Zendesk environment. - Click on save
- Click on
Authorize Sunshine Conversation
. You will be prompted to log in. - Upon the success of the authorization, you will be redirected to the AI agents - Advanced dashboard.
Step 4: Define the AI Agent's Assignment Routing Rules
From the left side menu, go to Routing Rules. You can view all the routing rules details here. The first AI Agent in the group is by default the fallback.
To add a rule:
- Click on
Add Rule
- A rule is a set of one or more condition(s). You can add as many conditions as possible to a rule by click the
+
button.
- A rule is a set of one or more condition(s). You can add as many conditions as possible to a rule by click the
- There are currently three sources of data we can read from. Each has their own parameters:
-
Source
Parameters
- type
- integrationId
User Metadata
Conversation Metadata
-
-
Assign to
, is the AI Agent that should be assigned and engage with an incoming chat
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