Platform (Sunshine)

When using SunshineConversation's API Pass Control to connect a user to an Agent Workspace operator, is there a way to set the SunshineConversation user's email address (profile.email) to the Zendesk user's email address (user.email)?The SunshineConversation user's name (profile.givenName) is reflected in the Zendesk user's name (user.name), but the email address is not. 

Hello Zendesk Support Team,We are currently developing a live chat integration using Zendesk and encountered a limitation related to user identity synchronization between Sunshine Conversations and the Zendesk ticketing system.It appears that Sunshine Conversations (Live Chat) operates on a separate user identity system from Zendesk Support, and we are unable to update the user's name or email via the Sunshine Conversations API. We have not found any official API that allows us to modify these fields directly within the live chat session.As a result, the tickets generated from live chat often display incorrect or placeholder user information in Zendesk Support.We’ve attempted a workaround: after the ticket is created, we use the Zendesk Support API to search for the ticket and then create or update the user with the correct name and email. However, this process is inefficient — it takes at least 30 seconds to complete, which is unacceptable in a real-time suppor

Hi, I have created a trial account and I'm trying to test the bot feature, but when I click on Channels left menu I cannot see the Bot section. Do I have to activate something?  Regards.

Hello Zendesk Support Team,We are currently developing a live chat integration using Zendesk. During implementation, we discovered that the system only synchronizes the last 10 historical messages to the Zendesk ticket through pass control. Unfortunately, this is insufficient for our needs — we would like to synchronize historical messages based on a specific time or date range.We’ve found a workaround: after a new ticket is created by a client, we can search for that ticket and insert the desired historical messages as plain text. However, this p

在用Sunshine 开发时，排队的相关信息那只API能获取到如下信息:排队信息:1. 实时排队⼈数2. 预计等待时间3. 排队进度更新 排队管理:1. 移除排队⽤⼾

Hi all, We recently switched to Zendesk Messaging from socket-based Zendesk Chat for a better experience but at the moment we're having an issue with the experience. We notice that there are nothing in the transcripts that indicate that the user has clicked a button. As shown in the example content below: As shown above,  Zendesk Agent Workspace does not show any evidence of the user clicking buttons in between these 3 chat bubbles This often causes issues for our customer service agents as some information is missing for them to retrace the customer's steps. Is this something that is considered for a future uplift. Regards,

Whenever i try to login to sunshine it is showing me page 404

Hello, As part of the development of our product I need to query existing integrations from a Sunshine Conversations app. The answer that we get from the server does not match the API specifications, this is the response (with values redacted):{ "integrations": [ { "_id": "***", "status": "active", "type": "whatsapp", "displayName": "Whatsapp", "brandId": "***", "accountId": "***", "businessManagerId": "***", "appId": "***", "phoneNumber": "***", "phoneNumberId": "***" } ], "hasMore": false, "offset": 0 } But the OpenAPI specification requires a deploymentId field to be present there. The lack of it causes the python client library to fail with ValueError: Invalid value for `deployment_id`, must not be `None` It looks to me that either the OpenAPI spec is wrong or the server

I'd like to add paging processing to the category list, but I'd like to proceed with 10 pages, so can you tell me the example code?

I have successfully integrated around 15 Instagram account through smooch.io with our application. Out of which only 2 accounts are working fine. One is our test account and other one for our customer , for which integrated total 14 Instagram accounts through smooch.io. If I send any messages from insta..from remaining accounts, I am unable to see any logs in the smooch.io. Please help in this since we have integrated total 14 Instagram accounts, 

How do I get the Zendesk ticketId from the Sunshine Conversation APIs ? 

Im using the Custom Data > Legacy Relationship Records objects for a variety of applications, both internal and external. Creating an object + relationship records with this pattern isn't too bad, but when I want to delete a child object, It becomes tedious, there isn't a good way of getting all the relationships belonging to a single object. The documentation gives the solution to use /api/sunshine/{source_id}/relationships/relationship_type to grab all the relationships that the source object is related to. This is great an all, but I could have several objects related to the same source. Or inversely, my object could be the bottom most object in the tree.  It would be nice if the api had a url parameter like /sunshine/relationships/records?target=... and /sunshine/relationships/records?source=...

Our team is working on a custom conversation app for persistent chats with users using Sunshine Conversations. It's unclear from the documentation how a conversation gets tied to a Zendesk Support Ticket. Can someone help us answer the following questions? Does starting a new conversation automatically create a ticket? Does resuming a conversation under the same conversation ID keep that information in the same ticket? What happens if a user tries to resume the same conversation (using the same conversation ID) but the ticket is Solved or Closed?

Hello community, we need to upload a json file to the root of the our zendesk site. Using the CMS manager we can upload public assets but always under the path /assets/file.json, so it doesn't fit our needs. We need to upload a json file like this: domain.zendesk.com/.well-known/assetlinks.json How can we achieve this? thanks in advance for your support

I'm trying to modify the header.hbs to be different for Gather pages.  Does anybody know if there is some way of identifying that the page being displayed is a Gather page?

  Hi Support,   We have a request from customer they would like to initialize some custom field during the new ticket creation.  The custom fields is text field and they expect the data come from customer data custom field please help to advise on this issue.   Also for the custom object is it possible to show on the ticket view without using API?    Thanks regards,

Please guide on how can we achieve the below use case using the Zendesk. What all integrations would be required? Any example would be a great help.https://www.zendesk.com/blog/sunshine-platform-use-casesUse Case: Product and ordersManage orders, shipping, and warranties to understand the entire product and order lifecycle in relation to each customer. Thanks in advance for the help.