Integrate Sunshine Conversations

Article Quick Links:

1. Overview
2. Requirements
3. Configure Sunshine Conversations in Ada
4. Generate a Sunshine Conversation App API Key
5. Connect Sunshine Conversations with Ada
6. Polish the Chat Experience

Overview

With Ada, Sunshine Conversations, and Zendesk Social Messaging, chatters can seamlessly interact with your Ada bot and live agents in Facebook Messenger and WhatsApp. Continue reading this article if you plan to set up Zendesk Social Messaging.

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
• Zendesk Agent Workspace
• A Sunshine Conversations license

⚠️ Zendesk’s Social Messaging Add-on is not the same as their Social Messaging App. Do not use the Social Messaging app for this integration. Instead, use the Admin Center to configure your social channels.

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

For older SunCo Zendesk integrations

If you already have SunCo with Zendesk, but are using an older generation integration, the requirements are a bit different. 

• One of two Zendesk subscriptions:
  • Support + Social Messaging Add-on
    OR
  • Zendesk Suite, with Zendesk Agent Workspace disabled.
• Social Messaging App

📝 Note: For the Social Messaging App, configure your social channels under Channel Integrations.

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 Conversation 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.
   
   
   
   
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.
   
   
   
   
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.
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 nested list just below. This list will grow as you connect more channels.

Polish the Chat Experience

To ensure that chatters can seamlessly interact with your Ada bot and live agents – and are passed back to the bot once the conversation with the live agent is complete – set up a Solved to Closed trigger in Zendesk. 

---

For any additional questions, contact your ACX Consultant, Account Manager, or email us at [e-mail].