Enabling Sunshine API For Website Tickets

You can optionally enable the Sunshine Conversations API for website chat tickets. This will enable the live chat interface in Zendesk for tickets from the Alhena website chat widget.

By default, website chat tickets will appear in Zendesk as email style threads. While live chat works this way, enabling the Sunshine Conversations API gives an improved live chat experience. With Sunshine Conversations, Zendesk enables the send button in the message composer, enables the enter key on the keyboard, and disables email signatures when replying to chat threads.

Follow these steps to Enable the Sunshine conversations API:

First, navigate to the Zendesk Integration Settings page. You'll see a configure button next to "Alhena AI Web Chat" if website chat has been enabled.

Clicking this button will allow you to configure more settings for the website chat widget. From here, click the toggle next to Sunshine Conversations API

If you've already provided your Sunshine Credentials for the Zendesk WhatsApp integration, then all you need to do is click Save Changes now. Otherwise, you'll need to create a Sunshine Conversations API key and provide it here. Click "Create an API key" and the Zendesk admin page will open where you can do this.

You can provide any name to your new API key. Then copy the credentials to the Alhena dashboard page in the previous step, and click Connect.

That's it! Now Alhena will start creating new website tickets as chat threads inside of Zendesk.

Here is how chat threads will look in Zendesk:

If you've chosen to collect email or phone number, you can chose to reply to the user by email or call them as well.