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  1. Conversational Flow Builder
  2. Conversation Blocks

Zendesk Sunshine Conversations Handoff (In Widget)

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Last updated 1 year ago

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We will walkthrough the setup required to do the Sunshine Conversations Handover using the DeepConverse chat widget.

This article allows you to do a handoff to Zendesk within DeepConverse chat widget

  1. Make sure you have connected to Zendesk Sunshine Conversations via the Connections page

  2. Navigate to Zendesk Admin > Bots. Here you will see DeepConverse under marketplace bots.

  3. Go ahead and navigate to Messaging to see if the web widget channel is active.

  4. Create an API Key for the Conversations API for DeepConverse.

  5. Reach out to the DeepConverse team to find out the Web Messenger Integration Id to use for the handoff. This is found via the integrations API

  6. Use the Web Messenger Integration Id along with the connection and fields to pass to Zendesk in the Escalation Flow.

  7. In order for DeepConverse to receive the Conversation events add a Conversation Integration with the following API:

Fields Available in Handoff

Field Name
Description

tags

Comma separated list of tags to add to Zendesk ticket

brand_id

Id of the Zendesk brand to use

priority

Priority of Zendesk ticket

requester.name

Name of the requester (Use $ to reference a parameter)

requester.email

Email of the requester

<field_id>

Custom field value to set

https://api.smooch.io/v2/apps/{{appId}}/integrations
https://api.converseapps.com/messaging/smooch/events