> ## 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.

<Card title="What you can do:" icon="headset">
  Let the AI handle routine questions, and hand the customer to a live Zendesk agent in real time when the issue needs a person.
</Card>

## 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.
</Warning>

## How to connect Sunshine

<Steps>
  <Step title="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.

    <Frame>
      <img src="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" alt="Creating a Conversations API key in the Zendesk Admin Center" width="1920" height="932" data-path="user-guides/integrations/images/sunshine/sunshine-1.jpg" />
    </Frame>
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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).
  </Step>

  <Step title="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).
  </Step>

  <Step title="Enable the Live Chat action">
    This action lets all customers, both [identified](/docs/developer-guides/identity-verification) 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.
  </Step>
</Steps>

<Check>
  Test the integration by asking your AI agent to speak to a human, and confirm the conversation reaches a live agent in Zendesk.
</Check>

## 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.
* **Live chat needs an available agent.** If nobody is present to take the conversation, the customer waits.

## Next steps

<Card icon="users" href="/docs/user-guides/chatbot/actions/escalate-to-human" title="Escalations action">
  Prefer an asynchronous handoff? Open a ticket instead of routing the customer to a live agent.
</Card>