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Back to Available Channels AI Agents built on the Platform can be deployed on the Sunshine Conversations platform. This channel integration supports conversations with AI Agents and provides a seamless hand-off to agents on Zendesk.

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Configuration On Zendesk

Follow the steps below to configure the Sunshine Conversations channel on Zendesk.
  1. Sign in to your Zendesk account and navigate to Admin Center > Apps and integrations > Integrations > Conversations integrations.
  2. Click Create an integration.
  3. On the Platform, from the Sunshine Conversations channel configuration page, copy the Webhook URL and paste it into the corresponding field in Zendesk.
  4. Under Subscriptions, select the following events:
    1. Switchboard pass control
    2. Switchboard release control
    3. Conversation message
  5. Click Save to create the integration.
  6. After the integration is created, click the three-dot menu next to the integration and select View details.
  7. Copy the App ID displayed in the integration details. You will need to enter this ID in the Sunshine Conversations channel configuration in the Platform.
  8. Navigate to Admin Center > AI > AI Agents > AI Agents > Marketplace Bots.
  9. Locate the integration you created, click the three-dot menu, and select Set as Default for All Channels.

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Configurations On the Platform

Follow the steps below to configure the Sunshine Conversations channel on the Platform.
  1. In the Sunshine Conversations channel configuration, enter the App ID copied from Zendesk.
  2. Enter your Zendesk subdomain. For example, if your Zendesk URL is https://koreai-1234.zendesk.com, enter koreai-1234 as the subdomain.
  3. Click Authorize.
  4. Enter your Zendesk subdomain and click Sign In.
  5. When prompted, click Allow to grant the required permissions.

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Retrieve Conversations API Key and Secret

follow the steps below to retrieve the Conversations API Key and Secret from Zendesk.
  1. Log in to Zendesk Admin Center.
  2. Navigate to: Admin → Apps and Integrations → APIs → Conversations API Or access directly: https://{{subdomain}}.zendesk.com/admin/apps-integrations/apis/conversations-api
  3. Generate or copy:
    • API Key ID
    • API Secret

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Agent Handoff

Enable Agent Handoff to allow conversations to be transferred to Zendesk agents through the Zendesk Switchboard using the Agent Transfer node.

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SessionClosure MetaData

Enable Session Closure Metadata to send captured metadata to Zendesk as part of the pass control event triggered when a conversation session is closed. The Platform appends the key-value pairs configured in this section to the metadata sent to Zendesk.