Since Ultimate doesn't integrate with Zendesk directly when using Sunshine Conversations, Actions in the Ultimate Dashboard will need to be adjusted. This article covers:

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:


Get visitor info	Get user
Update visitor info	Update user
Get tag	❌
Add tag	Add tag Overwrite tag (Coming soon!)
Trigger reply	Trigger reply
Leave Channel	❌

Read on to learn about details of each action.

Get visitor info

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


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.

Update visitor info


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 work in Sunshine Conversations. In order to continue to get tag when switching to Sunshine Conversations, you'll need to add a code snippet to the Sunshine widget in order to get tag and for Ultimate 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 welcome reply to work, see Set up welcome reply with Sunshine Conversations.

Leave channel

This action is used to show queue position to visitors 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 Ultimate or your system.

Please note:

You will need to customize the Sunshine Conversations widget snippet to capture that.
Ultimate 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.