Sunshine Conversations setup

Overview

With Ada and Sunshine Conversations, customers can seamlessly interact with your AI Agent and human agents in the following tools:

• WhatsApp

• Facebook Messenger

• Twitter DM

• Instagram Direct

• Twilio SMS

• Sunshine Conversations Web Messenger

If you are setting up any one of the above channels, read this topic first. Ada does not support using other tools than the ones listed above with Sunshine Conversations.

Limitations

When a customer is handed off to a human agent on Social channels configured through Sunshine Conversations, the agent’s replies will appear in Zendesk but may not be reflected in the AI Agent’s transcript. This may cause conversation history in Ada to appear incomplete for Social channel interactions.

Improvements to Social channel integrations are in progress, and this documentation will be updated when enhanced message visibility becomes available.

Quick start

Connect Sunshine Conversations to Ada in a few steps. See Implementation & usage for detailed instructions.

Implementation & usage

Configure Sunshine Conversations to connect your social messaging channels with Ada.

Requirements

There are specific Zendesk account requirements you need to have in place to configure Sunshine Conversations for your Social channels in Ada.

• One of two Zendesk subscriptions:

  • Zendesk Suite

    OR

  • Support + Chat + Social Messaging Add-on

    If the Social Messaging Add-on is not already a part of your account, ask your Zendesk Account Executive to add it for you.

• Zendesk Agent Workspace

• A Sunshine Conversations license

Configure Sunshine Conversations in Ada

Before you start, ensure you have a Sunshine Conversations app ready to use for the integration with Ada. You can use an existing app or create a new one.

Connect Sunshine Conversations with Ada

Connect your Sunshine Conversations app to Ada.

To connect Sunshine Conversations:

1. On the Ada dashboard, go to Config > CHANNELS > Social. Then, under Integrations, beside Sunshine Conversations, click Configure.
2. In the window that appears, click Connect. A new browser tab opens with a list of available apps to connect.
3. Find your app, click Select, then click Allow. The tab closes and returns you to the Ada dashboard.
4. Click Finish.

The activation toggle changes to the on position.

Set Ada as the default responder

After connecting Sunshine Conversations, configure Ada as the default responder in Zendesk Admin Center. This ensures end users interact with your AI Agent first before being handed off to live agents.

In Zendesk Admin Center, go to AI > AI Agents > Manage marketplace bots and set Ada as the default for all channels. For instructions, see Managing third-party bots in Admin Center in Zendesk’s documentation.

Enable multi-conversation support

If you use Ada web chat with Sunshine Conversations and Zendesk Messaging Handoff, enable multi-conversation support in your Zendesk Sunshine configuration. Without it, end users cannot cleanly end conversations during a Handoff state.

For instructions, see Allowing multiple conversations for your end users in Zendesk’s documentation.

Add your supported channels

Next, add the channels you want to use to Zendesk Admin Center.

1. In Zendesk Admin Center, in the left navigation bar, open the Channels drawer. Under the Messaging and social header, click Messaging.

2. Select the channel you want to add. The prompts that follow vary by channel, but for all of them, the objective is to sign into your account and link it with your Zendesk account. For channel-specific instructions, see the linked articles in About messaging channels for the Zendesk Agent Workspace in Zendesk’s documentation.

   After you have added a channel successfully, it appears in your list of channels.

   

Now, if you go back to your integration settings in the Ada dashboard and refresh the page. Any messaging channels already connected to your app appear in the Sunshine Conversations portion. This list will grow as you connect more channels.

What happens after the ticket is solved?

You have some options for what happens after the ticket is marked as solved. Depending on what your organization and your customers need, you can decide whether how much time you give your customer to reopen the ticket, if any, before passing them back to the AI Agent.

• Pass the customer back to the AI Agent immediately

  You can create a Solved to Closed trigger in Zendesk so that as soon as the ticket is solved, the customer goes back to the AI Agent. In this case, if a customer tries to thank the agent or ask follow-up questions, the AI Agent will respond.

  For more information, see Creating triggers for automatic ticket updates and notifications in Zendesk’s documentation.

  

• Configure a time delay in hours before passing the customer back to the AI Agent

  You can configure an automation-based timeout, in increments of 1 hour, to give the customer a chance to keep speaking with the agent. In this case, if a customer tries to thank the agent or ask follow-up questions before the number of hours have passed, Zendesk will re-open the ticket. After the timeout, the AI Agent will respond.

  For more information, see Creating and managing automations for time-based events in Zendesk’s documentation.

• Configure a custom time delay before passing the customer back to the AI Agent

  You can configure a custom-middleware-based timeout to give the customer a chance to keep speaking with the agent for a period of your choosing before being passed back to the AI Agent. You’ll need to work with developers to:

  1. Receive a ticket-solved notification
  2. Determine how long to wait
  3. Call the API to close the ticket

  During this custom timeout period, if a customer tries to thank the agent or ask follow-up questions, Zendesk will re-open the ticket. After the timeout, the AI Agent will respond.

  For more information, see Zendesk Integration Services in Zendesk’s developer documentation.