Follow the steps below to set up your Sunshine Conversations and Zendesk integration:

Step 1: Create a new app in Sunshine Conversations

Login to Sunshine Conversations via https://app.smooch.io/login and create a new app. 

If you already have an app connected to your Zendesk instance, the steps differs slightly based on the escalation type of the app:

• Pipeline API - Skip Step 4 when this is selected
• Clarabridge - Continue to Step 4 when this is selected
• Switchboard - Continue to Step 4 when this is selected

Step 2: Contact your Sunshine account manager

Check two things with your account manager at Sunshine Conversations: 

1. Zendesk account has been added to the app created. If they are, you will see Zendesk listed as a connected integration once you clicked into the app. 
2. API Region for automation integration with ultimate.ai. It's either Any or EU. 

Step 3: Copy-paste integration parameters from Sunshine to Dashboard

Keep two tabs open in this step: Sunshine Conversations and ultimate.ai's Dashboard.

In Sunshine Conversations:

• Go to Settings of the app created

• Copy the following app parameters to enter in ultimate.ai's Dashboard:

  • App ID

  • API ID

  • API Secret

    • Click Create new API key  if there's none under API keys

In ultimate.ai's Dashboard:

• Go to Settings > CRM Integration
• Click Add CRM Integration 
• Select Sunshine
• Click Integration Parameters and fill in the fields:

  • API ID - From Sunshine Settings

  • API Region - Select Any unless specified by your Sunshine account manager

  • API Secret - From Sunshine Settings

  • App ID - From Sunshine Settings

  • Escalation Type - Select the one you have chosen in Sunshine
    • Pipeline API - Skip Step 4 when this is selected
    • Clarabridge - Continue to Step 4 when this is selected
    • Switchboard - Continue to Step 4 when this is selected
      • Transfer Group - Enter Group ID of the agent group from Zendesk 

Step 4: Authorize the bot

This step is only needed if Switchboard was selected in Step 3.

Skip this step Pipeline API or Clarabridge was selected as the escalation type for the app in Sunshine.

• Login to Sunshine Conversations 

• In ultimate.ai's Dashboard, under Authorization, click Authorize Sunshine Conversations

  • A window will open 

  • Select the app created in Step 1 from the dropdown

  • The button in the ultimate.ai Dashboard will change to Unauthorize Sunshine Conversations

Step 5: Switch automation engine on

On the same page in ultimate.ai's Dashboard, toggle Automation Engine on under Connection Status.

Note that when the automation engine is turned on, the ultimate.ai bot is added to the switchboard as the default integration automatically. And when the engine is switched off, it will be removed automatically as well.