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Zendesk Sunshine Conversations

Version 1.0 · Last updated 2026-08-10

Let Sunshine Conversations across every channel ground Living Knowledge, and hand live chats to your Zendesk agents when it counts.

Context

Sunshine Conversations is Zendesk’s omnichannel messaging platform, which unifies many messaging channels behind a single API. It is used by businesses building custom or automated messaging experiences, and is known as a programmable messaging layer.

With Unless, every message your customers send across those unified channels feeds Living Knowledge, so the agent learns from past interactions wherever they happened. When an interaction needs a person, it hands off to your Zendesk agents with full context.

Unlike a Zendesk Help Center scoped to Zendesk alone, Living Knowledge combines and deduplicates everything you connect, from documents and tickets to websites and merge requests, into one holistic, always-current Help Center that isn’t limited to a single tool.

Key benefits

  • Learn from every interaction: Past Sunshine Conversations messages feed Living Knowledge, whichever channel they came in on, so your agent answers common questions on its own.
  • Handoff with full context: When a person is needed, the live interaction passes to your Zendesk agents with the whole history attached, no matter which channel it started on.

How does it work?

Unless connects to Zendesk Sunshine Conversations so your AI agent can chat with customers across whichever messaging channels you’ve unified there, draw on Living Knowledge for answers, and hand off to your Zendesk agents with full context when an interaction needs a person.

Install instructions

Once at the Integrations tab of your Unless dashboard, you can select “Configure” for the Zendesk Sunshine Conversations integration. This will open a popup where you can connect your Zendesk Sunshine Conversations account and set up the integration.

  1. Ensure that messaging and Zendesk chat are enabled on your account.
  2. Navigate to the Zendesk admin center for your account.
  3. Under the ‘Apps and Integrations’ tab, select the Conversations integrations page.
  4. Create a ‘conversations integration’. Set up the webhook with the URL https://api.unless.com/api/v1/ai/livechat/webhook and subscribe to the events ‘Switchboard pass control’ and ‘Conversation message’. No need to include full user or full source.
  5. Copy-paste the credentials into the relevant fields on the Unless.com Zendesk Sunshine Conversations integration configuration panel.
  6. Go to the Conversations API page and create a new API key. Copy the relevant fields into the Unless configuration page.
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