Virtual Assistants built on the Kore.ai XO Platform can be deployed on the Sunshine Conversations platform. This channel integration supports conversations with virtual assistants and provides a seamless hand-off to agents on Zendesk.
Authorizing the Kore.ai Integration to Sunshine Conversations
To enable the integration, you need to provide authorization using your Zendesk credentials. Follow the steps below to complete the OAuth-based authorization:
- Log into the Kore.ai XO Platform.
- Navigate to the Deploy Section → Channels → Sunshine Conversations Channel.
- Click the Authorize button under Configurations on the Sunshine Conversations panel.
- On the Zendesk subdomain page, provide the subdomain and click Sign in.
- On the Zendesk sign-in page, provide your login credentials and click Sign in.
- 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.
- Once the integrated is created successfully, you’ll be redirected to the Kore.ai XO Platform to complete the channel enablement process.
Switchboard Integration for Agent Handoff
The Kore.ai XO Platform lets you hand off the conversation to your Zendesk agents via Zendesk Switchboard using the Agent Transfer node. Follow the steps below if you would like to enable the Agent Handoff:
- Switch on the Enable Agent Handoff option under Configurations in the Sunshine Conversations panel.
- From the Zendesk Admin Center, navigate to Apps & Integrations and click the Conversations API menu option to get your API Key and API Secret. Please get in touch with your Zendesk sales representative if you don’t see this menu.
- Paste these values in their respective fields on the Kore.ai platform under Sunshine Conversations > Configurations > OAuth > Enable Agent Handoff section.
- Click Save to enable the Channel and Agent Handoff.
