Skip to main content

Sunshine Conversations (V3)

Sunshine Conversations (V3): Connect your Zendesk Sunshine Conversations account to Yellow.ai through a one-click, secure OAuth flow.

This is the updated version of the Sunshine Conversations integration. It connects social channels such as Facebook, WhatsApp, and Instagram to Zendesk Sunshine Conversations via Yellow.ai, routing messages between these platforms, your bot, and your Zendesk agents while preserving context and continuity.

Unlike the earlier version, V3 uses a Zendesk-approved OAuth authorization flow. You no longer manually copy an App ID and API key secret into the platform — instead, you authorize Yellow.ai directly from your Zendesk account, and the connection (including the webhook) is set up automatically.

Why V3?

Zendesk introduced Enhanced Security guidelines for third-party apps and bots on the Sunshine Conversations marketplace. V3 migrates the Yellow.ai bot to Zendesk's global OAuth flow so that new connections comply with these guidelines. If you are setting up Sunshine Conversations for the first time, use V3.

Ending a conversation

For Yellow.ai to receive events when a conversation ends, follow one of these:

  1. The chat agent can send %((switchboard:passControl))% in the conversation.
  2. Contact your Zendesk Admin and ask them to configure %((switchboard:passControl))% in the workflow.
Limitations​
  • Supported message types: Only text messages and specific rich cards are supported within the Zendesk integration.
  • Conversation Logs: Conversation logs will exclusively contain messages exchanged between users and the bot. Messages between users and live agents will not be available in the logs.

Note that these limitations pertain to the current functionality of the Yellow.ai integration with Zendesk.

Prerequisites​

  • Access to your Zendesk admin or agent portal.
  • A Sunshine Conversations (Zendesk) account, with at least one messaging channel (for example, Facebook, WhatsApp, or Instagram) already connected to your Sunshine Conversations app. See Create a Sunshine Conversations app if you have not set this up yet.
  • Your Zendesk subdomain (for example, your-company in your-company.zendesk.com).
  • A bot created on the Yellow.ai platform with intents and flows configured. For more information, see Create your first bot.

Connect the Sunshine Conversations (V3) channel to your bot​

The bot avatar you set on the platform is shown to users in the messaging channels. To ensure a seamless experience, set the bot icon before connecting.

  1. On the left navigation bar, click Extensions > Chat widget.

  2. Navigate to the Widget panel, and under Bot avatar, click the Add icon to set the logo for the bot.

note
  • To ensure a seamless integration with Zendesk Sunshine, it is mandatory to update the bot icon.
  • It is recommended to upload images with a size of 150 x 150 pixels.

  1. Go to Channels > Additional > Sunshine Conversations (V3).

  2. Click Connect to Sunshine Conversations. A Zendesk authorization window opens.

  3. In the Zendesk authorization window, enter your Zendesk subdomain and continue.

  4. Review the permissions Yellow.ai is requesting and click Allow to authorize access to your Zendesk account.

  5. On successful authorization, the window closes and the channel is connected. Yellow.ai automatically:

    • Exchanges the authorization for a secure access token.
    • Detects your Sunshine Conversations app and region.
    • Registers the webhook required to receive messages.

  6. Navigate to the Overview page. Under the Active channels section, the Sunshine Conversations (V3) channel is shown as connected to your bot.

note

The OAuth flow authorizes Yellow.ai against your Zendesk account. You do not need to copy an App ID or API key secret manually — the earlier V1/V2 method of pasting these credentials is replaced by this authorization step.

Connect Yellow.ai on the Zendesk Admin Center​

After the channel is connected on the platform, connect the Yellow.ai bot on Zendesk so that it can participate in conversations.

  1. Navigate to the Zendesk dashboard and click Settings.

  2. Click Go to Admin Center.

  3. Select Channels > Bots > Manage bots.

  4. Under Marketplace bots, the Yellow.ai bot is displayed. Click Connect.

Configure Switchboard on the Zendesk Admin portal​

Switchboard controls how a user's conversation is routed between third-party systems such as bot frameworks and helpdesk systems. Configure Switchboard so that conversations are handed to your bot and back to Zendesk agents as needed. For details, see the Zendesk Switchboard documentation.

Test your bot on Sunshine Conversations​

After connecting your bot, you can test it.

Prerequisite​

  • Ensure that you have created the bot with intents and configured the flows with the same intent. For more information, see Create your first bot.

To test your bot on Sunshine Conversations, follow these steps:

  1. Go to a messaging channel connected to your Sunshine Conversations app (for example, your Facebook page) and trigger a configured flow to test the bot.

  2. If a flow is configured for agent reply using the raise ticket node to create a conversation with a Zendesk agent, the agent accepts the invite. Once a conversation is initiated, the user can talk to the agent from the Zendesk workspace. When the conversation between the agent and user ends, the bot takes the conversation forward with the user.

note
  • Whenever a ticket is raised, the conversation between the bot and the user is sent as the first message to the agent.
  • The acceptable values for priority in the raise ticket node are Low, Normal, High, and Urgent. These values should be passed through a variable for proper processing.
  1. The agent responds to your queries.

Enable Yellow's widget on Sunshine​

Sunshine supports Yellow's widget, enabling users to interact with the bot and seamlessly connect with a live agent.

Key features:

  • Automated response: The Yellow widget supports automated responses to user queries.
  • Live agent support: Users can engage with live agents via Zendesk if the bot cannot address their queries.

Connect bot users to live agents on Zendesk​

To connect to a live agent on Zendesk, follow these steps:

  1. Go to Automation and build a flow based on how you want the bot to take the user through the process.

  2. Configure a flow using the raise ticket node to connect with a Zendesk agent.

note

The acceptable values for priority in the raise ticket node are Low, Normal, High, and Urgent. These values should be passed through a variable for proper processing.

  1. Trigger the flow to initiate conversation with a live agent.

  2. A ticket is raised on Zendesk, and an agent clicks Accept to start the conversation.

  3. The agent responds to your queries on Zendesk.

  • When the conversation between the agent and user ends, the bot takes the conversation forward with the user.

Migrating from the earlier Sunshine Conversations integration​

If you previously connected Sunshine Conversations using the App ID and API key secret method (V1/V2), note the following when moving to V3:

  • V3 does not require you to paste an App ID or API key secret. Authorization is handled entirely through the Zendesk OAuth flow.
  • Your existing V1/V2 connections continue to work and are unaffected. V3 is used for new connections that must comply with Zendesk's Enhanced Security guidelines.
  • To move an existing bot to V3, connect it using the Sunshine Conversations (V3) channel as described above, then connect the Yellow.ai bot from the Zendesk Admin Center.

FAQs​

Do I still need to copy the App ID and API key secret?

No. In V3, you authorize Yellow.ai through the Zendesk OAuth flow. The connection and webhook are configured automatically, so you do not need to copy the App ID or API key secret manually.
Is it possible to create forms on the Sunshine Conversations widget for email address and name?

You will first need to reach out to the Integrations team and enable form creation on the Sunshine Conversations widget. Then, use the Sunshine Conversations post-message API to create forms.
Can we use a channel filter to add flows for WhatsApp and other channels connected on the Sunshine Conversations channel from the builder?

No, you cannot use the channel filter in this scenario, as the Sunshine Conversation itself serves as the channel for communication.
Will the bot respond to the user on WhatsApp connected to the Sunshine Conversations channel?

Yes, you can respond to messages using Sunshine-supported message types for messages received on any of the channels supported on the Sunshine platform. However, when messages are received on the Sunshine Conversations platform, there is no specific information available about the end user's channel. Note that you cannot track which channel the messages will be delivered on.

Last updated on