Article Quick Links:
Integrate with third-party channels to bring the chat experience everywhere your chatters are. Supported channels include WhatsApp, Facebook Messenger, Line and Twilio SMS, with more to come.
This guide will walk you through the setup process, feature compatibility, and channel variable usage for third-party channels in Ada.
There are four methods to handoff conversations to live agents in third-party channels. The handoff(s) you choose will determine how you will need to configure third-party channels.
- Handoff to Zendesk Social Messaging: Chatters are directly connected to a live agent within the third-party channel.
- Handoff to Salesforce Live Chat: Chatters are directly connected to a live agent within the third-party channel.
- Handoff to Zendesk Email Ticketing: Chatters are asked for their email address and receive support from an agent via email.
- Handoff to Email: Chatters are asked for their email address and receive support from an agent via email.
Zendesk Live Chat handoff is incompatible with channels.
1. Configure Channels in Ada
To set-up channels with a Salesforce Live Chat, Zendesk Email Ticketing, or Email handoffs, contact your ACX Consultant.
2. Configure with Sunshine Conversations
To set up channels with a handoff to Zendesk Social Messaging, you will need a Sunshine Conversations license. If you do not have a Sunshine Conversations license, your Ada account manager can help you to coordinate one.
Additionally, you will need to configure Sunshine Conversations in Ada, along with the Zendesk Social Messaging integration. To configure Sunshine Conversations, see this article. To configure Zendesk Social Messaging, see this article.
|Feature||Blocks||Ada Web Chat||Facebook Messenger||Twilio SMS||Line|
|Zendesk email handoff||Supported||Supported||Supported||Supported||Supported|
|Ada Glass for Salesforce - Live Agent||Supported||Supported||Supported||Supported||Supported|
|Ada Glass for Zendesk - Live Chat||Supported||Unsupported||Unsupported||Unsupported||Unsupported|
|Ada Glass for Zendesk Social Messaging||Unsupported||Supported||Supported||Supported||Supported|
How to Search for Unsupported Blocks
When third-party channels have been configured, a channel icon might appear for some Answers. This indicates that the Answer contains blocks that are not supported across all channels. To filter for these Answers, search
<unsupported:sunshine> in the Answers view.
Blocks that are not supported by all channels will have a "Channel specific" tag in the header.
Channel variables allow you to create different chat experiences across varying channels. To do so, add a conditional block with the
sunshine_end_user_channel variable and set the input to one of the following:
Here is an example of how to personalize the experience by channel.
Fallback for Unsupported Blocks
To ensure the chat experience is not affected by unsupported blocks, a fallback flow must be created for incompatible channels using channel variables.
Here is an example of how to set up a fallback for unsupported blocks.
Have any questions? Contact your Ada team—or email us at firstname.lastname@example.org.