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:
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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:
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|
name |
|
|
locale |
|
|
✅ | ✅ | |
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
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|
name |
|
|
locale |
|
|
✅ | ✅ | |
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.