The following provides details information on how to Shipped AI Chat Agent to work with Zendesk Sunshine Conversations.
For this feature to work, you must have Chat feature enabled on Zendesk and you'll need Zendesk admin role access to complete the integration.
How does it work?
Once AI CX Agent is connected with your Zendesk Sunshine Conversations chat, it will act as the first response agent to your customer's chat inquiries. In the case where the AI Agent is unable to assist the customer or the matter requires escalation, the AI CX Agent will escalate the conversation to a live agent or via email.
When escalated, a ticket will be created in Zendesk and your team can follow up with the customer accordingly.
Integration Instructions
If Sunshine Conversation has yet to be enabled on your Zendesk account, first enable the app before proceeding with the following steps.
Enable Zendesk Sunshine Conversations Channel
In the Shipped Suite admin, Go to Channels and select “Enable” under Zendesk Sunshine Conversations.
Enter your Zendesk subdomain.
Authorize app permissions when prompted.
You'll end on the "Zendesk Sunshine Conversations Integration" settings page.
Connect Shipped AI on Zendesk
From the Admin Center on Zendesk, go to "Channel" > "AI Agent and Automation" > "AI Agent".
Click into "Manage conversation bots", locate "Shipped.AI" and click on "Connect".
Zendesk Sunshine Conversations Integration settings
From the Admin Center on Zendesk, go to "Account" > "End user authentication".
Select "Messaging" tab and click on "Create key".
Enter "Shipped AI" as the key name and click "Next".
Copy the shared secret key and paste it somewhere you can easily access. You'll need this information in a later step.
Click on "Hide forever".
Copy the "ID" key and paste it somewhere you can easily access. You'll need this information in a later step.
In the Shipped Suite merchant admin "Zendesk Sunshine Conversations Integration" settings page, paste the share secret key from step 4 in the "Shared Secret" field.
Paste the ID key from step 6 in the "Key ID" field.
If desired, add a greeting message.
Click "Save".