Creating AI agent groups in Sunshine Conversations

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Add-on | AI agents - Advanced

Within a Sunshine Conversation app, only one AI agent can be integrated. However, you might need to support numerous markets, languages, brands and channels. This results in a need for numerous AI agents as well.

It is currently not possible to integrate more than one AI agent. For that reason, we have introduced the concept of groups in our Sunshine Conversation integration. You can easily authorize and manage a group of Sunshine Conversation AI agents.

This article contains the following topics:

When to use Sunshine groups

Creating a Sunshine group

When to use Sunshine groups

When you have various AI Agents for each of your brands or experiences

When you have numerous AI Agents that should behave as one integration

When you have many AI Agents that are difficult to manage separately

Creating a Sunshine group

To create a Sunshine group, you must perform the following setup:

Add Sunshine Conversations (Group) as a CRM integration

Create or join a group

Authorize the group

Define the AI agent's assignment routing rules

Add Sunshine Conversations (Group) as a CRM integration

Create or join a group

You can either create a new group or join an existing group.

To create a new group

Click Create group.

In Group name, give the group a name.
We recommend making the name of the group the same as the name of the Smooch app.

(Optional) In Description, provide a description for the group.

In Human transfer department, provide the ID of the human group in Zendesk Support.
This is the groups that your AI agent will escalate to when needed. This group cannot be edited, so be sure to add the correct details.

To join an existing group

Click Join existing group.

In Group, enter the ID of the group you want to join.

Authorize the group

Click on Integration Group Parameters. You will be redirected to the Group Settings.

Click on Integration Group Parameters and provide the App ID, API ID and API Secretas you would for a regular integration - this can be found in Zendesk Admin Centre > APIs > Conversations API (please note you are limited to creating 10 API keys). Make sure to save these as the secret is not accessible after you close the window. You mustn't delete these as they are the keys for us to connect to your Zendesk environment.

Click on save

Click on Authorize Sunshine Conversation. You will be prompted to log in.

Upon the success of the authorization, you will be redirected to the AI agents - Advanced dashboard.

Define the AI agent's assignment routing rules

By default, the first AI agent created in the group is the fallback, meaning this AI agent in particular is the default responder for any channel where AI agents - Advanced is set as the default responder.

When you have more than one advanced AI agent, you can use routing rules to define which specific advanced AI agent should respond on each messaging channel. A routing rule is a set of one or more conditions based on the source of the conversation, user metadata, or conversation metadata.

To define AI agent routing rules

In AI agents - Advanced, click Settings in the sidebar, then select CRM integration.

On the General tab, click Manage group.

Select the Routing rules tab.

Click Add rule.

In Name, enter a descriptive name for the routing rule.

(Optional) Change the dropdown in Match ALL conditions below to ANY, depending on the logic of your rule.

Define your first condition:

In Source, select one of the following options: Source (of the conversation), User metadata, or Conversation metadata.

Under Parameter, use the parameter name, operator, and value fields to define a parameter based on the source you selected above:

If you selected Source, the available parameters are Type and Integration ID. To find the integration IDs of your Sunshine Conversations integrations, use the List Integrations endpoint of the Sunshine Conversations API.

If you selected User metadata or Conversation metadata, define a parameter based on the condition you want to create. For help, see Using parameters in advanced AI agents.

(Optional) Click the plus (+) icon to insert another condition, and repeat the step above.

In Assign to, select the specific AI agent that should be the default responder to the conversation when the conditions listed above are true.

(Optional) If you don't want the rule to be active yet, toggle Rule is active to off.
When you're ready to make the rule active, return to this screen and toggle this setting on.

Click Create.