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 will be slightly different 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

Skip this step if you have chosen Pipeline API or Clarabridge as the escalation type for the app in Sunshine.

• Login to Sunshine Conversations with the account you will authorize the integration with
  
  • If you have logged in using your own account in Step 1, make sure to log out first

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

  • A window will open 

  • Select the app created in Step 1 from the drop-down

  • The button should 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.