> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Sunshine

> Connect Sunshine Conversations so your AI agent can hand customers to a live human agent in Zendesk

## Overview

As part of Zendesk, Sunshine Conversations serves as a live chat solution. Integrating it with Chatbase gives your AI agent the ability to connect a customer to a live human agent for problems that need human interaction. This centralizes communication, so your support workspace can track and resolve inquiries efficiently.

> **What you can do:**
>
> Let the AI handle routine questions, and hand the customer to a live Zendesk agent in real time when the issue needs a person.

## Before you start

* A Chatbase account with an AI agent
* A Zendesk account on a **Professional** Suite plan or above
* **Zendesk** must already be connected in Chatbase before you connect Sunshine

> [!WARNING]
>
> This integration requires your Zendesk account to have a minimum Suite plan of **Professional** or above.

## How to connect Sunshine

**1. Create an API key in Zendesk**

1. Sign in to your Zendesk account as an Admin and navigate to the **Admin Center**.
2. Navigate to **Apps and integrations > APIs > Conversations API**.
3. Click **Create API Key**, enter **Chatbase** as the name, and press **Next**.
4. Copy the **App ID**, **Key ID**, and **Secret key** displayed.

![Creating a Conversations API key in the Zendesk Admin Center](https://mintcdn.com/chatbase/kU-6NVMb2BBkym9H/user-guides/integrations/images/sunshine/sunshine-1.jpg?fit=max\&auto=format\&n=kU-6NVMb2BBkym9H\&q=85\&s=23d64598b1daa762945071e82b1e3b63)

**2. Set up the Sunshine integration in Chatbase**

1. Navigate to your Chatbase [dashboard](https://www.chatbase.co/dashboard/).
2. Click the AI agent you wish to enable live chat for.
3. Navigate to **Integrations**. Make sure **Zendesk** is connected before you attempt to connect **Sunshine**.
4. Enter the copied **App ID**, **Key ID**, and **Secret key**, then press **Submit**.

**3. Enable multi-conversations in Zendesk**

Multi-conversations lets the same customer open multiple tickets, one per conversation, at the same time. Since a customer can have several conversations open at once, this must be enabled for a smooth experience.

1. Sign in to your Zendesk account as an Admin and navigate to the **Admin Center**.
2. Click **Channels** in the sidebar, then select **Messaging and social > Messaging**.
3. At the top of the page, click **Manage settings**.
4. Under Web Widget and Mobile SDKs, expand **Multi-conversations**.
5. Click **Set up multi-conversations**.
6. Click **Turn on multi-conversations for your account**, select the channels you want to offer multi-conversations on, then click **Save**.

For more detail, see Zendesk's [Understanding multi-conversations for messaging](https://support.zendesk.com/hc/en-us/articles/8195486407706-Understanding-multi-conversations-for-messaging).

**4. Enable end messaging sessions in Zendesk**

This lets AI agents end conversations when issues are resolved.

1. Sign in to your Zendesk account as an Admin and navigate to the **Admin Center**.
2. Click **Channels** in the sidebar, then select **Messaging and social > Messaging**.
3. At the top of the page, click **Manage settings**.
4. Under Advanced, expand **Ending sessions**.
5. Select **Agents can end messaging sessions at any time**.
6. Click **Save settings**.

For more detail, see Zendesk's [About ending messaging sessions](https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions).

**5. Enable the Live Chat action**

This action lets all customers, both [identified](https://chatbase.co/docs/developer-guides/website-integration/identity-verification.md) and unidentified, start a live chat from the Chat Bubble, Help Page, or Center Stage.

1. Navigate to your Chatbase [dashboard](https://www.chatbase.co/dashboard/).
2. Choose the AI agent you integrated with Sunshine Conversations.
3. Navigate to **Build > Actions**.
4. Click **Create Action**, then select **Sunshine live chat**.
5. Customize the **When to use** field, then save and enable the action.

> [!TIP]
>
> Test the integration by asking your AI agent to speak to a human, and confirm the conversation reaches a live agent in Zendesk.

## Limitations

* **Sunshine requires Zendesk.** The Zendesk integration must be connected in Chatbase first.
* **A Professional Suite plan or above is required** on your Zendesk account.
* **The live chat action runs on three channels only.** It is compatible with the **Chat bubble**, **Help page**, and **Center Stage** channels only. Every other channel is incompatible and can't be selected. See [Channels](https://chatbase.co/docs/user-guides/chatbot/actions/actions-overview.md#channels) for what configured, unconfigured, and incompatible mean.

## Next steps

> **[Escalations action](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md)**
>
> Prefer an asynchronous handoff? Open a ticket instead of routing the customer to a live agent.


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