When AI and Humans Work Together: Zendesk Sunshine Integration

Customer support. Customer support. Customer support.

Take care of your customers.

Sorry to start this article like this, but sometimes we forget how important customer support really is. A product isn’t just about features. A product is customer support.

Now, let’s get to the actual topic: Zendesk Sunshine integration.

In our previous article, we explained how to use Zendesk integration in Chatbase. When a customer has a problem and mentions specific keywords, the AI agent automatically creates a Zendesk ticket, and your team is notified to step in.

That alone improves response times and makes support more efficient.

But now, to make both your team and your customers happier, we’re introducing the Zendesk Sunshine integration.

What Zendesk Sunshine Brings to Chatbase

Sometimes, AI isn’t enough. Some customers want to speak to a human—and with Zendesk Sunshine, they actually can.

Here’s how it works:

• If a customer repeatedly asks for human support, Zendesk Sunshine routes them to a live agent.
• If the AI agent can’t fully resolve the issue, it automatically escalates to human support.

Your team gets full customer context before stepping in, so they know exactly what’s going on before replying.

Read more about Zendesk Sunshine Integration in our docs → chatbase.co/docs

How to Set Up Zendesk Sunshine in Chatbase

It’s as simple as setting up any other Chatbase action:

1. Sign Into Your Zendesk Account

2. Connect Zendesk Sunshine in your Chatbase dashboard.

3. Define when the action should be triggered.

• Example: If the AI agent fails to resolve the issue after multiple responses or if the user specifically requests a human.

4. Save the action—and now, when needed, customers will be transferred to live support.

That’s it.

With Zendesk Sunshine, Chatbase becomes a complete customer support platform—one that doesn’t just handle issues but ensures customers get the experience they deserve.

Next Steps

If you haven’t set up custom actions in your AI agents yet, now is the time. Connect all integrations. Set up your support workflows. Give your customers the support they expect.

Start today.