> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ada.cx/docs/channels/social/zendesk-social-integration/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server.

# Zendesk Social integration

## Overview\[#overview]

Multi-instance Routing helps you connect your Zendesk Messaging channels to
multiple AI Agents. If you use Zendesk's [Sunshine Conversations](/docs/channels/social/sunshine-conversations-setup) and have more than one AI Agent, routing lets you
connect your social media channels among your various AI Agents using a
single Sunshine Conversations app.

> **Note**
>
> This feature may not be included with your organization's subscription
> package. For more information, see Ada's
> [Pricing](https://www.ada.cx/pricing) page, or contact your Ada team.

## Quick start

Set up Multi-instance Routing in a few steps. See [Implementation & usage](#implementation--usage) for detailed instructions.

#### Activate the feature

Contact your Ada team to activate Multi-instance Routing for your AI Agent.

#### Configure integrations

Set up [Sunshine Conversations](/docs/channels/social/sunshine-conversations-setup) and [Zendesk Agent Workspace](/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-configuration).

#### Create Zendesk trigger

In Zendesk, create a trigger to close support tickets marked as solved.

#### Enable channels

On the Ada dashboard, go to **Config > CHANNELS > Social > Integrations** and enable your desired social channels.

## Implementation & usage

Configure Multi-instance Routing to connect multiple AI Agents to your Zendesk Messaging channels.

### Requirements\[#requirements]

It's important that the following Zendesk features are not yet
integrated with your AI Agent before starting the Multi-instance Routing
configuration; however, they are requirements and should be available to
your Zendesk account.

* [Zendesk Agent Workspace (ZAW)](https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace)

* [Sunshine Conversations](/docs/channels/social/sunshine-conversations-setup)

### Configure Multi-instance Routing\[#configure-multi-instance-routing]

> **Note**
>
> If you are already using Sunshine Conversations and Zendesk Agent
> Workspace integrations with Ada, you must first remove them completely
> before your Ada team activates the Multi-instance Routing feature. You will
> install them again during the Multi-instance Routing configuration process.

**To configure Multi-instance Routing:**

1. Have your Ada team activate the Multi-instance Routing feature for your
   AI Agent.

2. Configure your AI Agent for [Sunshine Conversations](/docs/channels/social/sunshine-conversations-setup) and [Zendesk Agent Workspace](/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-configuration).

3. Add the Messaging app to your Zendesk account.

4. In Zendesk, create a
   [trigger](https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-triggers-for-automatic-ticket-updates-and-notifications)
   to close support tickets marked *solved*.

   > **Note**
   >
   > This step ensures control of the chat passes from your agent back to
   > your AI Agent once the agent marks the ticket as solved.

5. On the Ada dashboard, enable the social channels you want active for
   your AI Agent. Go to **Config > CHANNELS > Social**, and find the
   **Integrations** section. Your social channels are nested
   under the Sunshine Conversations card.

6. Click the toggles for the social channels you want to enable. An
   enabled toggle switches to the right and turns green.

   > **Note**
   >
   > If you have multiple AI Agents, enable a specific channel in one AI Agent
   > at a time. For example, if you have three AI Agents and you want to
   > activate your WhatsApp channel, enable it with only one of your three
   > AI Agents at a time.

![](/_fern-img/0e95d12174c434bb4c45b1137a4759624ac0aad6107763a7a533aec2e0ed1027.webp)

### Channels\[#channels]

#### Instagram Direct

Use your Professional Instagram account to surface story replies, direct
messages, and mentions in your preferred platform. Instagram lets you
have meaningful interactions with your customers in a scalable manner,
giving you the opportunity to drive sales and improve customer
satisfaction.

##### Requirements

* Your company [Facebook Page](https://www.facebook.com/help/104002523024878)

* An [Instagram Professional account](https://www.facebook.com/business/help/502981923235522)

##### Configure the Instagram Direct app

**To configure the Instagram Direct app:**

1. On your [Sunshine Conversations dashboard](https://app.smooch.io/login), open your project app, then
   click **Connect Integrations**.

2. Under Customer Channels, click **Instagram Direct**, then click
   **Connect** to start the setup process. For help setting up, refer
   to [Sunshine Conversations's Instagram Direct user guide](https://docs.smooch.io/guide/instagram/#requirements).

3. Once you've connected Instagram Direct to your Sunshine Conversations app, open your
   **Ada dashboard** and go to **Config > CHANNELS > Social**. The
   Instagram Direct channel appears under the Integrations section.

   > **Note**
   >
   > If your Ada dashboard was already open, the Instagram Direct channel
   > may not appear in the list. Click **Refresh list** at the bottom of
   > the section, and the channel should appear.

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Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).