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Sunshine Conversations Integration

Sunshine Conversations Integration

What is Sunshine Conversations?

Sunshine Conversations (formerly Smooch) is Zendesk’s conversation platform that helps businesses connect with customers across messaging channels. By integrating Nexvio.ai with Sunshine Conversations, you can provide AI-powered automated responses across multiple messaging channels managed by Zendesk.

Step 1: Set Up Your Nexvio.ai Chatbot

To integrate your Nexvio.ai chatbot with Sunshine Conversations, begin by logging into your Nexvio.ai account. If you haven’t already created an account, you can sign up for a free account. After signing in, you can configure your bot within the Nexvio.ai platform by uploading relevant data sources, such as company documentation, FAQs, or product information, which the bot can use to build its knowledge base.

Step 2: Prepare Your Sunshine Conversations Account

  1. Ensure you have an active Zendesk Sunshine Conversations account.

  2. Log in to your Sunshine Conversations dashboard and make sure you have the necessary permissions to add integrations.

Step 3: Configure the Integration

  1. In your Nexvio.ai dashboard, navigate to the specific bot you want to connect and go to the Connect tab.

  2. Look for the Sunshine Conversations integration option and click on it.

  3. You’ll need to provide your Sunshine Conversations API credentials:

    • App ID
    • API Key
    • API Secret

  4. Configure the webhook settings to enable two-way communication between Nexvio.ai and Sunshine Conversations.

  5. Set up routing rules to determine which conversations should be handled by your AI bot and which should be routed to human agents.

  6. Configure fallback settings for when the AI bot cannot answer a question confidently.

  7. Click “Connect” to finalize the integration.

Step 4: Test Your Sunshine Integration

  1. Open one of the messaging channels connected to your Sunshine Conversations account.

  2. Send a test message that your bot should be able to answer.

  3. Verify that the Nexvio.ai chatbot responds correctly with the information from your knowledge base.

  4. Test the handover functionality by asking a complex question that should trigger a handover to a human agent.

  5. Make any necessary adjustments to your chatbot configuration in the Nexvio.ai dashboard.

Congratulations, your Nexvio.ai chatbot is now integrated with Sunshine Conversations!

Benefits of Sunshine Conversations Integration

  • Omnichannel Support: Provide consistent AI-powered responses across multiple messaging channels.
  • Seamless Handovers: Automatically transfer complex conversations to human agents when needed.
  • Reduced Response Time: Answer common questions instantly without human intervention.
  • Extended Support Hours: Offer support outside of business hours through your AI chatbot.
  • Scalable Customer Service: Handle more customer inquiries without increasing your support team size.

Note: You should regularly review the conversation logs to identify opportunities to improve your bot’s responses and knowledge base. This will help ensure that your customers receive the most accurate and helpful information possible.