The advanced AI agent doesn't work in a newly added messaging channel

Issue

I created a new messaging channel and connected an existing advanced AI agent in Admin Center. However, the AI agent doesn't work.

Troubleshooting steps

When you add or reconnect a messaging channel, the channel's Sunshine Conversations integration doesn't update with the Ultimate integration.

To reset the connection:

Open the advanced AI agent from the app tray in Support

Select the advanced AI agent to reset the connection

Click Settings > CRM Integration > Manage Group

Click Unauthorize Sunshine Conversations

Reconnect your Zendesk account to the advanced AI agent, then click Authorize Sunshine Conversations

Select yoursubdomain, then click Allow

This resets the connection, and the advanced AI agent now appears in the messaging channel.

For more information, see Connecting an advanced AI agent to messaging.