Plan requirement
| App | pluscloud AI Agent Preview |
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Client admin, Client editor, Client user |
The Preview channel menu shows the same test conversation as it would appear in the Web Widget, a mobile SDK, a messaging app, Slack or email.
Pick a channel
- In the toolbar next to the preview, click Preview channel. It is the button under the pluscloud badge, and its icon shows the channel you are looking at now.
- Choose a channel. The preview switches straight away and the test conversation carries on where it was.
The extension remembers your choice for the next test. To set a starting channel without opening a test, use Default preview in the window that opens from the extension's icon in the Chrome toolbar.
What the menu lists
This account comes first: a Web Widget for each brand that has messaging, marked Design from Admin Center, and the channels connected to your account, marked Connected channel. A Web Widget chosen here brings that brand's design; a connected channel brings its own name into the preview. The extension reads this list with the Admin role for Support, so without that role the group is shorter or missing. See Who can use AI Agent Preview.
Automatic picks the Web Widget, or Gmail when you test an email AI agent.
After that, every channel the extension can show, by group:
| Group | Channels | More information |
|---|---|---|
| Zendesk messaging | Zendesk Web Widget, Zendesk SDK · iOS, Zendesk SDK · Android | What the Web Widget preview shows, Previewing the Zendesk SDKs for iOS and Android |
| E-mail (desktop) | Gmail, Outlook | Previewing an email AI agent in Gmail or Outlook |
| Social messaging | WhatsApp, Messenger, Instagram, Telegram, LINE, Viber, WeChat, X | Previewing WhatsApp and other social messaging apps |
| Text, workplace & other channels | Apple Messages for Business, RCS Business Messaging, SMS, Slack | Previewing Apple Messages for Business, RCS and SMS, Previewing Slack direct messages |
What changes when you switch
- Buttons, lists and carousels are converted the way Sunshine Conversations delivers them to that channel. On WhatsApp, for example, up to three quick replies become reply buttons and four to ten become a list.
- The welcome reply is hidden on channels where the customer sends the first message, such as WhatsApp, Messenger, SMS, Slack and email. A one-line note takes its place; click Show to see it dimmed. More on that reply in Setting the welcome reply.
- Messages the channel would reject are dimmed and marked as not delivered. See Messages marked as not delivered.
- Channel notes in the inspector list what that channel leaves out or changes, per message.
Several brands
With more than one brand, the preview uses the Web Widget of the brand the AI agent belongs to. To see another brand's widget, choose it under This account. How brands and channels are assigned to an AI agent is in Setting brands and channels per AI agent.
How close the previews are
The previews follow the capabilities the channels publish and the code of the Zendesk Web Widget. Messaging apps and Slack change their own designs from time to time, so treat those previews as close approximations, and read the channel notes for the details.
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