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Add-on AI agents - Advanced

Since AI agents - Advanced doesn't integrate with Zendesk directly when using Sunshine Conversations, actions in the AI agents - Advanced Dashboard will need to be adjusted. This article covers:

  • Actions overview
    • Get customer info
    • Update customer info
    • Get tag
    • Add tag
    • Trigger reply
    • Leave channel
  • Metadata

Actions overview

Here's an overview of what actions of Zendesk Chat are called in Sunshine Conversations. All fields mark with ❌ means it's not available by default and requires additional work on the Sunshine Widget on your end: 

Overview By Platform
zendesk_chat.png sunshine.png
Get customer info Get user
Update customer info Update user
Get tag ❌
Add tag

Add tag

Overwrite tag

(Coming soon!)
Trigger reply Trigger reply
Leave Channel ❌

Read on to learn about the details of each action.

 

Get customer info

Customer info that can be pulled and used in the dialogues is very different. See the comparison table below for details: 

Impact on get customer info action
  zendesk_chat.png sunshine.png
name 
  • display name
    (what users enter in prechat form)
  • given name
  • surname
locale
  • current region
  • current country 
  • current city
  • locale in BCP 47 format.
    Learn more.
email ✅ ✅
external ID ✅ ✅
phone ✅ ❌
notes ✅ ❌
status ✅ ❌
device ✅ ❌
tags ✅ ❌
avatar url ❌ ✅
metadata ❌ ✅

*All fields mark with ❌ means it's not available by default and requires additional work on the Sunshine Widget on your end. Those included indicated by the ✅ are defined in the widget code but still needs to be filled. 

Update customer info

Impact on update customer info action
  zendesk_chat.png sunshine.png
name 
  • display name
    (what users enter in prechat form)
  • given name
  • surname
locale
  • current region
  • current country 
  • current city
  • locale in BCP 47 format.
    Learn more.
email ✅ ✅
external ID ✅ ✅
phone ✅ ❌
notes ✅ ❌
status ✅ ❌
device ✅ ❌
tags ✅ Update Sunshine tag
avatar url ❌ ✅
metadata ❌ ✅
priority ❌ ✅
organization ID ❌ ✅
group ID ❌ ✅
assignee ID ❌ ✅
brand ID ❌ ✅

*All fields mark with ❌ means it's not available by default and requires additional work on the Sunshine Widget on your end.

 

Get Tag

Get Tag action does not exist in Sunshine Conversations. However, there is a direct equivalent with the ZD>getCustomerInfo>current_tags in SunCo>getConversation>metadata>tags. In order to continue to use the Get Tag when switching to Sunshine Conversations, you'll need to add a code snippet to the Sunshine widget in order to retrieve tags and for AI agents - Advanced to use it as metadata.

 

Add Tag

This action stays the same. In addition, there is a new action "overwrite tag" that will overwrite the tags field with the values there.

 

Trigger reply

This action stays the same. However, for the welcome reply to work, see Set up welcome reply with Sunshine Conversations.

 

Leave channel

This action is used to show queue position to customers for Zendesk Chat and is not available with Sunshine Conversations.

Metadata

Metadata is any information that you would like Sunshine Conversations to collect, store, and send to us or your system.

Please note:

  • You will need to customize the Sunshine Conversations widget snippet to capture that.
  • We can only advise in this regard, this widget customization must be done by your engineering team or a technical partner which we are happy to recommend.

Learn more in Using metadata.

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