Requirements

• Admin access to the AI agent in the AI agents - Advanced Dashboard 
• Zendesk subscription
• Zendesk Agent Workspace
• A Sunshine Conversations license

Step 1:  Create an API Key

In the Zendesk Admin Center, go to Apps and integrations > APIs > Conversations API

If you do not see this, contact Zendesk to add this to your configuration, or you may have access to the smooch dashboard, in which case follow the instructions here.

• Create a new API key for the AI agent
• Give your API key a name
• A page will be displayed with and copy the App ID, Key ID, and Secret - save these

Step 2: Configure Group Integration Parameters in the AI agents - Advanced Dashboard

You'll need to add Sunshine Conversations as the CRM integration first before configuring integration parameters for authorization. 

Note: We have added Sunshine Group routing. It's a new feature that allows routing to different AI agents in our Dashboard in order to accommodate different customer inquiries in different channels. 

Therefore we recommend using this for all our customers using Zendesk Messaging and Sunshine Conversations even if you have only one AI agent at the moment. 

1. Go to Settings > CRM Integration.
2. Click Select your CRM.
3. Select Sunshine Conversations (group).
4. Click Create group.
5. In Group name, enter a name for this group.
6. (Optional) In Description, enter a description for how this group will be used.
7. In Human transfer group, enter the group ID of the agent group in Zendesk. Click here to find out how to locate the group ID.
8. Click Create group.
9. Click AI agent settings.
10. In Avatar URL, enter an image that can be used as a profile image for your avatar within the chat area. The Sunshine Conversations API behind the feature is the postMessage endpoint. The avatar URL must be in either JPG, PNG, or GIF format. 
    
    Note: This is visible only on Sunshine Conversations currently, and is not shown in Zendesk.
11. Select Activate rich messaging if you want HTML and Markdown formatting to apply in AI agent message blocks in the dialogue builder.
    For more information about rich-text formatting, see About rich-text formatting in messaging conversations.
    

To configure group integration parameters

1. In Settings > CRM Integration
2. Click Group Integration Parameters. A new page will open.
3. Obtain the information on this page from the app created in Step 1 in Sunshine Conversations. The information here is needed to authorize the connection between AI agents - Advanced and Sunshine.   

To obtain group integration parameters from Sunshine Conversations

1. Click the app created in Step 1 and go to Settings

2. Copy the following app parameters to enter in the AI agents - Advanced Dashboard:

   • App ID

   • Key ID

   • Secret Key

     • Note - Click Create new API key if you don't see any

3. Click Save.

Step 3: Authorize connection between AI agents - Advanced and Sunshine

This step is only needed if you use Sunshine Conversations with Zendesk. If you use other platforms other than Zendesk, skip this step and contact us.

1. Keep the AI agents - Advanced Dashboard as is
2. Open and log in to Sunshine Conversations in a different tab

3. In the AI agents - Advanced Dashboard, under Authorization, click Authorize Sunshine Conversations

   • A new page will open

     • If prompted, enter your Zendesk subdomain and sign in with your Zendesk account.

     • If authorizing via the smooch dashboard select the app created in Step 1

   • This is complete when you see the button in the AI agents - Advanced Dashboard changes to Unauthorize Sunshine Conversations

This only has to be done once if you have more than one AI agent.

Step 4: Test your AI agent