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Configure and use Sunshine Conversations

Overview

With Ada and Sunshine Conversations, chatters can seamlessly interact with your Ada bot and live agents in the following tools:

  • WhatsApp

  • Facebook Messenger

  • Twitter DM

  • Instagram Direct

  • Twilio SMS

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.

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

      Note

      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.

Generate a Sunshine Conversations App API Key

During the process of connecting Sunshine Conversations with Ada, you’ll be asked for your app’s API Key and API Secret. Here’s how to generate them:

  1. On the Sunshine Conversations dashboard, click your app to open it.

  2. At the top of the app page, click the Settings tab.

  3. On the Settings tab, under API Keys, click Create new API key to add a new key to the list.

    Note

    The string in the list’s ID column corresponds to the API Key field you’ll see during setup on the Ada dashboard.

    sunco_apikey.png
  4. Click Save changes.

Now you're ready to connect Sunshine Conversations with Ada.

Connect Sunshine Conversations with Ada

  1. On the Ada dashboard, go to Settings > Integrations > Channels Integrations > Sunshine Conversations, then click Configure.

    sunco_ada_settings.png
  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 will close and return you to the Ada dashboard with the Configure Sunshine Conversations window open.

  4. In the Configure Sunshine Conversations window, add your app’s API Key and API Secret to the corresponding fields.

    Tip

    When selecting the API key and secret from Sunshine Conversations, you may also accidentally pick up a blank space at the end of the string. When pasting these values, double check to ensure that there aren't any blank spaces at the end, so you don't run into authentication problems.

  5. Click Finish.

Now that your Sunshine Conversation app is configured, the activation toggle changes to the on position. Any messaging channels already connected to your app appear in the list nested beneath. 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 chatters need, you can decide whether how much time you give your chatter to reopen the ticket, if any, before passing them back to the bot.

  • Pass the chatter back to the bot immediately

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

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

    trigger0.jpg
  • Configure a time delay in hours before passing the chatter back to the bot

    You can configure an automation-based timeout, in increments of 1 hour, to give the chatter a chance to keep speaking with the agent. In this case, if a chatter 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 bot 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 chatter back to the bot

    You can configure a custom-middleware-based timeout to give the chatter a chance to keep speaking with the agent for a period of your choosing before being passed back to the bot. 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 chatter tries to thank the agent or ask follow-up questions, Zendesk will re-open the ticket. After the timeout, the bot will respond.

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

Have any questions? Contact your Ada team—or email us at help@ada.support.