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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:

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.

The method you use to generate them may differ, depending on your setup. If you can't see either of the below options, contact your Sunshine Conversations sales representative for assistance:

Connect Sunshine Conversations with Ada

Lastly, put your API information into Ada to complete your integration.

  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 to copy them to your clipboard, you may also accidentally pick up a blank space at the end of the string. When copying 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 Conversations app is configured, the activation toggle changes to the on position.

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.

    zdac-add-channels.png

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 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.