Integrating Sunshine Conversations via Zendesk Messaging - New

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 Virtual Agent - Sunshine Conversations and Zendesk.

• Step 1 - Authorize Sunshine Converstions within Ultimate 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 bot, 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 & disabling the bot now includes an additional step from the Zendesk Admin Center, click here to learn more.

Step 1 - Authorize Sunshine Conversations within Ultimate 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
(Optional) Click on the Virtual 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 Ultimate Dashboard changes to Unauthorize Sunshine Conversations The automation engine will automatically turn on when you do this but the bot is not yet functional without completing step 2.

Step 2 - Connect via Zendesk

1. Within Zendesk Admin Center > Channels > Bots & Automation > Bots

   

2. At the bottom of the page click the connect button on the Ultimate app

This is the preferred method to turn the bot on or off. 

Step 3 - Test Your Bot

1. Within the 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 bot.

Step 4 - Install the Web Widget on Your Website

1. Within the 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.

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 > Bots & automations > Bots

2. At the bottom of the page on the Ultimate app, click the three dots on the right & choose uninstall