Sunshine Conversations Handover

The Sunshine Conversations handover feature is only available for user channels connected through Sunshine Conversations.
It does not work with the ViaSay widget or any other user channel. If your users interact via the ViaSay widget, this integration will not be applicable.

Prerequisites

A Sunshine Conversations user channel connected to your bot.
A Zendesk integration added to your Sunshine Conversations App (this must be done by Zendesk).
API access to configure the Switchboard.

Step 1: Connect ViaSay to Sunshine Conversations

Step 2: Configure the Switchboard via API

You’ll need to use Postman (or any API client) and your Sunshine Conversations App ID + API Key.

Summary of API Steps

Step	Action
1️⃣	Generate a JWT token using your API Key.
2️⃣	Get your existing Switchboard ID. (`GET /v2/apps/:app_id/switchboards`)
3️⃣	Add the ViaSay bot to the Switchboard. (`POST /v2/apps/:app_id/switchboards/:id/switchboardIntegrations`)
4️⃣	Retrieve the Switchboard Integration IDs for both Zendesk and ViaSay.
5️⃣	Set ViaSay as the "next" for Zendesk.
6️⃣	Set Zendesk as the "next" for ViaSay and enable `deliverStandbyEvents: true`.
7️⃣	Enable the Switchboard and set ViaSay as the default.

Use only Switchboard Integration IDs, not regular Integration IDs.

Step 3: Complete Setup in ViaSay

Go to your Sunshine Conversations channel in ViaSay.
Paste the Zendesk Switchboard Integration ID.
The bot will now know how to transfer conversations to Zendesk via the Switchboard.

Passing Control Back to the Bot

By default, when an agent closes a Zendesk ticket, control does not return to the bot.

The agent must manually pass control back using this command in the Zendesk chat:

Deleting the Integration

To delete the Sunshine Conversations integration:

Change the defaultSwitchboardIntegrationId to something other than ViaSay.
Remove any nextSwitchboardIntegrationId links pointing to ViaSay.
Use the Switchboards API and Switchboard Integrations API to fully remove the ViaSay integration.