Adding the Sunshine Conversations Channel

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Authorizing the Kore.ai Integration to Sunshine Conversations

1. Log into the Kore.ai XO Platform.
2. Navigate to Channels & Flows > Channels > Digital > All > Sunshine Conversations Channel.
3. Click the Authorize button under Configurations on the Sunshine Conversations panel.
4. On the Zendesk subdomain page, provide the subdomain and click Sign in.
5. On the Zendesk sign-in page, provide your login credentials and click Sign in.
6. After you have signed in successfully, a pop-up window will appear asking you to allow Kore.ai to access your Zendesk account. Click on Allow.
7. Once the integration is created successfully, you’ll be redirected to the Kore.ai XO Platform to complete the channel enablement process.

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Switchboard Integration for Agent Handoff

• The Platform does not trigger the session closure message when the Agent transfer is initiated, and the conversation is not handed over back to the platform again.
• When the Conversation is handed over to the Platform after the agent transfer, the session closure functionality works as usual.
• For all the new Apps or existing apps that do not have at least one SessionClosure metadata tag, the SessionClosure switch is turned off by default.
• For all the existing apps that have at least one SessionClosure metadata tag, the switch is turned on by default.
• The Platform introduces the KoreUtil.getSunshineConversationsMetadata function to let a App developer fetch the stored metadata (Get API operation), and use it for the following:
  • Entities where JavaScript is supported like advanced messages for a prompt, script nodes, etc.
  • Simple messages like plain text prompts.
• Any additional changes or updates to the channel configurations should go through the App Publish cycle.

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Steps to Set up Agent Handoff

1. Enable the Enable Agent Handoff option under Configurations in the Sunshine Conversations panel.
2. From the Zendesk Admin Center, navigate to Apps & Integrations and click the Conversations API menu option to get your API Key and API Secret. Please get in touch with your Zendesk sales representative if you don’t see this menu.
3. Paste these values in their respective fields on the Kore.ai platform under Sunshine Conversations > Configurations > OAuth > Enable Agent Handoff section.
4. Click Configure for Switchboard Integration to set up the integrations available in your Sunshine Conversations account app.
5. Select the required option for the following integrations in the Switchboard Configuration window:
   1. Default Switchboard Integration: Select the primary contact point for users in your Sunshine Conversations application.
   2. Next Switchboard Integration to Kore.ai: Select the next switchboard integration to which the control of an AI Agent conversation is passed from Kore.ai.
   3. Next Switchboard Integration to Agent: Select the next switchboard integration to which control is transferred after an agent conversation with a user. The options listed include the default mapped integrations and others available in your Sunshine Developer account.
6. After selecting the above fields, click Done.
7. On the Zendesk Sunshine Configurations window, follow either step below to set Session Closure Metadata:
   • Disable the toggle switch if you don’t want the Platform to pass the session metadata to Zendesk.
   • Enable SessionClosure Metadata, and do one of the following:
     • Provide at least one Key and Value input (optional) to allow Kore.ai to capture the session metadata using the switchboard integration API and share it with Zendesk. Adding these parameters and saving the configuration will create a Zendesk ticket with the conversation details and close it.
     • Skip the Key-Value input and move to the next step. Not adding these parameters will create a Zendesk ticket with the conversation details but not close it.
8. Select Yes for Enable Channel.
9. Click Save.

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Templates Support

• Compound Message: Combines multiple elements like text, images, buttons, and quick replies to create an engaging and informative message. See example.
  var message = {
      "content":{
          type: 'image',
          text: 'I strongly recommend our Family Basket. It's made just for people like you.'
          "actions": [
              {
                  type: 'postback',
                  text: 'Subscribe',
                  payload: 'NOOP'
              },
              {
                  type: 'postback',
                  text: 'Learn more',
                  payload: 'NOOP'
              }
          ],
          mediaUrl: 'https://media.smooch.io/templates/template-family-basket.jpg'
      }
  }
  print(JSON.stringify(message))
  
  
• Carousel Message: Allows you to send a series of cards that users can swipe through. Each card can contain an image, title, subtitle, and buttons for further actions. See example .
  var message = {
  "content": {
  "type": "carousel",
  "items": [
  {
  "title": "Tacos",
  "description": "Description",
  "mediaUrl": "https://som.iitkgp.ac.in/images/71stFoundationDay.jpg",
  "actions": [
  {
  "text": "Select",
  "type": "postback",
  "payload": "TACOS"
  },
  {
  "text": "More info",
  "type": "link",
  "uri": "https://som.iitkgp.ac.in/images/71stFoundationDay.jpg"
  }
  ]
  },
  {
  "title": "Ramen",
  "description": "Description",
  "mediaUrl": "https://som.iitkgp.ac.in/images/71stFoundationDay.jpg",
  "actions": [
  {
  "text": "TemplateVisible",
  "type": "postback",
  "payload": "RAMEN"
  },
  {
  "text": "More info",
  "type": "link",
  "uri": "https://som.iitkgp.ac.in/images/71stFoundationDay.jpg"
  }
  ]
  }
  ]
  }
  };
  print(JSON.stringify(message));
  
• File Message: Allows you to send a file to the user. This can be useful for sharing documents, PDFs, images, or other types of files. See example .
  var message =
  {
      "content":{
          type: 'file',
          role: 'appMaker',
          mediaUrl: 'https://media.smooch.io/templates/template-warranty.pdf'
  }
  }
  print(JSON.stringify(message))
  
• Form Message: Allows you to collect information from users through a structured form. This can include text fields, dropdown menus, radio buttons, and more. See example .
  var message =
  {
      "content":{
          type: 'file',
          role: 'appMaker',
          mediaUrl: 'https://media.smooch.io/templates/template-warranty.pdf'
      }
  }
  print(JSON.stringify(message))
  
• Quick Reply: Provides users with predefined response options that they can select with a single tap. This can streamline interactions and guide users towards specific actions. See example .
  var message =
  {
  "content": {
      type: 'text',
      text: 'Which language do you prefer?',
      actions: [
          {
              type: 'reply',
              text: 'English',
              iconUrl: 'https://example.com/english.png',
              payload: 'Hollywood'
          },
          {
              type: 'reply',
              text: 'Hindi',
              iconUrl: 'https://example.com/hindi.png',
              payload: 'Bollywood'
          }
      ]
  }
  }
  print(JSON.stringify(message))
  
• Location Request: Allows you to request the user’s location. This can be useful for services that require location information, such as finding the nearest store or providing location-based services. See example .
  var message =
  {
      "content":{
          type: 'text',
          role: 'appMaker',
          text: 'Let us know where you are.',
          actions: [
              {
                  type: 'locationRequest',
                  text: 'Send location'
              }
          ]
      }
  }
  print(JSON.stringify(message))
  
  

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