{"id":42594,"date":"2022-07-12T08:20:33","date_gmt":"2022-07-12T07:20:33","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=42594"},"modified":"2023-12-18T07:40:58","modified_gmt":"2023-12-18T07:40:58","slug":"adding-the-sunshine-conversations-channel","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-the-sunshine-conversations-channel\/","title":{"rendered":"Adding the Sunshine Conversations Channel"},"content":{"rendered":"
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Virtual Assistants built on the Kore.ai XO Platform can be deployed on the Sunshine Conversations<\/b> platform. This channel integration supports conversations with virtual assistants and provides a seamless hand-off to agents on Zendesk<\/b>.<\/p>\n

Authorizing the Kore.ai Integration to Sunshine Conversations<\/span><\/h2>\n

To enable the integration, you need to provide authorization using your Zendesk credentials. Follow the steps below to complete the OAuth-based authorization<\/b>:<\/p>\n

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  1. Log into the Kore.ai XO Platform.<\/li>\n
  2. Navigate to Deploy<\/strong> \u2192 Channels<\/strong> \u2192 Sunshine Conversations<\/strong> Channel.<\/li>\n
  3. Click the Authorize<\/b> button under Configurations<\/b> on the Sunshine Conversations<\/b> panel.\"\"<\/a><\/li>\n
  4. On the Zendesk subdomain<\/b> page, provide the subdomain and click Sign in<\/b>.<\/li>\n
  5. On the Zendesk sign-in page, provide your login credentials and click Sign in<\/b>.<\/li>\n
  6. After you have signed in successfully, a pop-up window will appear asking you to allow Kore.ai to access your Zendesk account. Click on Allow<\/b>.<\/li>\n
  7. Once the integrated is created successfully, you\u2019ll be redirected to the Kore.ai XO Platform to complete the channel enablement process.<\/li>\n<\/ol>\n

    Switchboard Integration for Agent Handoff<\/span><\/h2>\n

    The Kore.ai XO Platform lets you hand off the conversation to your Zendesk agents via the <\/span>Zendesk Switchboard<\/b> using the <\/span>Agent Transfer<\/b> node.\u00a0<\/span><\/p>\n

    The <\/span>Switchboard Integration API<\/b> is used to route the user\u2019s conversations from Zendesk to the XO platform. This API has a pass control system to decide whether the conversation is to be routed to a Bot or a live agent.<\/span><\/p>\n

    The <\/span>Pass Control<\/b> action is triggered as a part of the event where the conversation is switched to the Bot or the agent helpdesk, and also during conversation closure.\u00a0<\/span><\/p>\n

    Developers can define custom metadata to be sent with the existing metadata from the XO Platform to Zendesk. The additional metadata can also be used to create a Zendesk ticket. <\/span><\/p>\n

    Capturing the Session Closure Metadata<\/b><\/p>\n

    The Zendesk Sunshine Configuration flow lets you enable the <\/span>Session Closure Metadata <\/b>field to let Kore.ai capture the metadata and share it with Zendesk <\/span>as part of the pass control event triggered <\/span>when the conversation is transferred to the agent\u2019s helpdesk,<\/span> or when closing a conversation session. The metadata is captured <\/span>using the <\/span>key-value <\/b>pair you provide during the configuration.\u00a0<\/span><\/p>\n

    However, providing the key and value inputs when you enable Session Closure Metadata<\/strong> is <\/span>optional<\/b>.\u00a0<\/span><\/p>\n

    For example:<\/span> When you provide <\/span>SessionKey<\/code> as key<\/b> and apikeyvalue<\/code> as <\/span>value<\/b>, Kore.ai generates the field variable <\/span>SessionKey.apikeyvalue<\/code> to fetch the <\/span>session API key<\/span><\/i> and pass it to Zendesk as metadata. Please refer to <\/span>Step 7<\/b> here<\/a> for configuring <\/span>Session Closure Metadata<\/b>.<\/span><\/p>\n

    Important Information on Session Closure Metadata<\/strong><\/p>\n