# Zendesk Sunshine Conversations

**Summary:** Connect Zendesk Sunshine Conversations to Unless so conversations feed Living Knowledge and live chats hand off to your Zendesk agents with full context.

**In short:** Feed your Sunshine Conversations into Living Knowledge and hand off live chats to your Zendesk agents.

**Published:** 2025-06-03

**Last updated:** 2026-06-10

## Context
Sunshine Conversations is Zendesk's omnichannel messaging platform, which unifies many messaging channels behind a single API. It is used by businesses building custom or automated conversational experiences, and is known as a programmable messaging layer.

With Unless, your Zendesk Sunshine Conversations messages feed Living Knowledge, so the agent learns from past conversations. When a conversation needs a person, it hands off to your Zendesk agents with full context.

This is where Living Knowledge differs from a built-in help center: it combines and deduplicates everything you connect, from documents and tickets to websites and merge requests, into one holistic, always-current Help Center, instead of a view limited to a single tool.

### Key benefits
- __Learn from every conversation:__ Past Zendesk Sunshine Conversations messages feed Living Knowledge, so your agent answers common questions on its own.
- __Handoff with full context:__ When a person is needed, the live conversation passes to your Zendesk agents with the whole history attached.

### How does it work?
Unless connects to Zendesk Sunshine Conversations so your AI agent can chat with customers across messaging channels, draw on Living Knowledge, and hand off to your Zendesk agents when needed.

## Install instructions
Once at the [Integrations tab](https://unless.com/en/dashboard/data-management/integrations/kb/zendesk-sunshine-conversations "Unless dashboard integrations") of your Unless dashboard, you can select “Configure” for the Zendesk Sunshine Conversations integration. This will open a popup where you can connect your Zendesk Sunshine Conversations account and set up the integration.

1.  Ensure that messaging and Zendesk chat are enabled on your account.
2.  Navigate to the Zendesk admin center for your account.
3.  Under the ‘Apps and Integrations’ tab, select the Conversations integrations page.
4.  Create a ‘conversations integration’. Set up the webhook with the URL `https://api.unless.com/api/v1/ai/livechat/webhook` and subscribe to the events 'Switchboard pass control' and 'Conversation message'. No need to include full user or full source. 
5.  Copy-paste the credentials into the relevant fields on the Unless.com Zendesk Sunshine Conversations integration configuration panel.
6.  Go to the Conversations API page and create a new API key. Copy the relevant fields into the Unless configuration page.