As part of Zendesk, Sunshine Conversations serves as a live chat solution. This integration centralizes communication, enabling support teams to efficiently track and resolve customer inquiries, ultimately improving response times and customer satisfaction. Chatbase offers an integration with Sunshine Conversations in order to give the chatbot the ability to connect the user to a live chat agent for fixing problems that require human interaction with the user.
Note This requires your Zendesk Account to have a minimum Suite plan of Professional or above

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Step 1: Sign Into Your Zendesk Account

  1. Sign in to your Zendesk Account as an Admin and navigate to the Admin Center
  2. Navigate to Apps and integrations > APIs > Conversations API
  3. Click on Create API Key, enter Chatbase as the name and press Next
  4. Copy the App ID, Key ID and Secret key displayed
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Step 2: Set up the Sunshine Integration

1. Go to the dashboard of your Chatbase account. 2. You should see a list of chatbots, click the chatbot you wish to enable live chat for. You should be taken to the chatbot’s preview page.
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3. Navigate to Actions > Integrations. Click Connect on the Sunshine Integration card.
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4. Enter the copied App ID, Key ID and Secret key, and press Submit.

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Step 3: Enable Multi-Conversations Option in Zendesk

We need to enable the multi-conversations option in Zendesk to allow for the same user to open multiple tickets, one per conversation, at the same time. Since the same user can have multiple conversations opened at the same time, then this option must be enabled for a smooth experience. 1. Sign in to your Zendesk Account as an Admin and navigate to the Admin Center 2. Click Channels in the sidebar, then select Messaging and social > Messaging. 3. At the top of the page, click Manage settings. 4. Under Web Widget and Mobile SDKs, expand Multi-conversations. 5. Click Set up multi-conversations. 6. Click Turn on multi-conversations for your account, then select the channels on which you want to offer multi-conversations, then click Save. For more information regarding multi-conversations for messaging, visit Understanding multi-conversations for messaging.

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Step 4: Enable End Messaging Sessions in Zendesk

To allow agents to end conversations when issues are resolved, you’ll need to enable the messaging session end feature in Zendesk. 1. Sign in to your Zendesk Account as an Admin and navigate to the Admin Center 2. Click Channels in the sidebar, then select Messaging and social > Messaging. 3. At the top of the page, click Manage settings. 4. Under Advanced, expand Ending sessions. 5. Select Agents can end messaging sessions at any time. 6. Click Save settings. For more information regarding ending messaging sessions, visit About ending messaging sessions.

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Step 5: Add the User Identification

To use the Sunshine integration, you must identify your user. You can find the guide here.

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Step 6: Enable the Live Chat Action

1. Go to the dashboard of your Chatbase account. 2. Choose the chatbot you have integrated with Sunshine Conversations. 3. Navigate to Actions. 4. Click on Create Action under the Sunshine Live Chat card. 5. Customize the When to use, then save and enable the action.