Since Ultimate doesn't integrate with Zendesk directly when using Sunshine Conversations, Actions in the Ultimate Dashboard will need to be adjusted. This article covers:
- Actions overview
Here's an overview of what Actions of Zendesk Chat are called in Sunshine Conversations. All fields mark with ❌ means it's not available by default and requires additional work on the Sunshine Widget on your end:
|Get visitor info||Get user|
|Update visitor info||Update user|
|Trigger reply||Trigger reply|
Read on to learn about the details of each action.
Get visitor info
Visitor info that can be pulled and used in the dialogues is very different. See the comparison table below for details:
*All fields mark with ❌ means it's not available by default and requires additional work on the Sunshine Widget on your end. Those included indicated by the ✅ are defined in the widget code but still needs to be filled.
Update visitor info
|tags||✅||Update Sunshine tag|
*All fields mark with ❌ means it's not available by default and requires additional work on the Sunshine Widget on your end.
Get Tag action does not exist in Sunshine Conversations. However, there is a direct equivalent with the
SunCo>getConversation>metadata>tags. In order to continue to use the Get Tag when switching to Sunshine Conversations, you'll need to add a code snippet to the Sunshine widget in order to retrieve tags and for Ultimate to use it as metadata.
This action stays the same. In addition, there is a new action "overwrite tag" that will overwrite the tags field with the values there.
This action stays the same. However, for the welcome reply to work, see Set up welcome reply with Sunshine Conversations.
This action is used to show queue position to visitors for Zendesk Chat and is not available with Sunshine Conversations.
Metadata is any information that you would like Sunshine Conversations to collect, store, and send to Ultimate or your system.
- You will need to customize the Sunshine Conversations widget snippet to capture that.
- Ultimate can only advise in this regard, this widget customization must be done by your engineering team or a technical partner which we are happy to recommend.
Learn more in Using metadata.