Contents:
- How to set up an API connection, get a Secret Key and an application ID?
- How to set up a chat and get a chat ID?
- How to set up auto-replies for reviews in Usedesk?
- How to disable BrandWizard integration with Usedesk?
In order to be able to receive new reviews and respond to them from Usedesk, you need to:
- Connect API channel.
- Set up Chat.
- In your personal account on the Integration page enter Application ID, Secret key and Chat ID. Find out more about how to set up integration with Usedesk here.
To have an opportunity to leave comments, you have to set up chat.
Attention! This comment will appear in Usedesk only, i. e. it will not be delivered to us or to the platform.
Attention! Only reviews left after 05.12.2019 can be answered from Usedesk.
It is also worth keeping in mind that the response to the review is considered the first comment to the review.
How to set up API connection, get a Secret key and an application ID?
To connect Rocketdata to Usedesk, open Extensions section and check if the integration is on (ON for Usedesk API).
Click on Channels in the side menu. The Channels page will open.
If there is no BrandWizard API channel, you need to add it. To do this, click on Add Channel.
In the Adding a Channel window that opens, you need to select the API.
If the API channel has already been created, click on it to edit.
The API page will open, where you need to specify the following data:
- Channel name: BrandWizard.
- Redirect url: https://api.rocketdata.io/usedesk/webhook/<id>/. Attention! Slash "/" at the end of the URL is mandatory.
- Check the box for the JSON request.
- Put the checkmark next to send to UTF-8.
- In the Request Tracking section, check the box for a New Comment.
Click on the Save button at the bottom of the page.
After clicking on Save, the Application ID and Secret Key will appear.
They need to be copied to the Integration page in the Settings section in BrandWizard.
Attention! It is necessary to monitor the BrandWizard channel. To do this, click on BrandWizard in the Do Not Monitor column, after which BrandWizard will appear in the Monitor column.
Then click on Save at the bottom of the page.
After that, it will be possible to respond to reviews from Usedesk.
How to set up a chat and get a chat ID?
On the Channels page click on Add Channel.
In the window that opens, choose Chat.
The Configure Widget page opens. If you want, you can enter the name, for instance, BrandWizard Chat, so that it is easier to find it. The name of the channel does not play a big role. There is no need to change the chat settings.
You should copy the chat ID from the address bar, it is at the end - https://secure.usedesk.ru/settings/channels/chat/19088. In this case it's 19088.
Then you need to enter it on the Integration page in the Settings section in BrandWizard.
After that, you should return to the Usedesk channels settings. Go to the BrandWizard channel settings (API type), and add the created chat to the monitored ones.
Then click on Save.
After setting up 1 time per hour, when new reviews appear in Usedesk, new requests will be created in the created channel.
Attention! If a chat is set up, all new reviews will come to the Chat channel, not the main channel!
Next, when you need to send a response, select COMMENT, not message.
If you send a MESSAGE, it will go to the BrandWizard personal account as a regular response to the review.
How to set up auto-replies for reviews in Usedesk?
To set up auto-replies for reviews, click on Automation in the menu and select Triggers.
Then click on Create.
Next, you can specify and configure the necessary data in the fields:
- Add a name and description.
- Default checkboxes will be set, which can be changed depending on the conditions you need.
- In the When block, you can set conditions under which the response will be sent. Click on the field and select the one you need.
In the What block, in the AND conditions section, you need to set the following MANDATORY conditions:
- In the first field, specify the Channel, then specify Equals, and then select the name of the required channel.
Attention! If you have a chat connected, you need to select the name of the chat. If not, select the channel. - Then add OR condition (click on Add condition). In the first field, select Status, then specify Equals, and select New.
After that, you can specify additional conditions for the reviews to which a response will be sent. To do this, select Message in the first field, and then select the condition.
Attention! If you need the response to come to reviews with different conditions, they must be specified in the OR conditions section.
For example, you need the response to be sent to reviews with a rating of 5 and 4. You cannot specify two values in one condition. Therefore, they must be specified separately in the OR conditions block: a separate condition for a rating of 4 and a separate one for a rating of 5.
In the Do block, you need to add the following MANDATORY actions:
- In the first field, select Send a message. In the field on the right, enter the response to the review.
- Then add another action (click on Add action). In the first field, select Update status. In the field on the right, specify Solved.
After setting all the settings, click Save.
New reviews in the chat or channel will receive responses according to the conditions. They will also be displayed in the BrandWizard personal account.
Attention! Responses will be sent only if all mandatory conditions and actions are set.
Attention! In the API channel settings, the checkbox for tracking Ticket changed must be checked.
How to disable BrandWizard integration with Usedesk?
First, you need to contact your account manager and tell them that you need to disable integration.
Then go to Usedesk and select the channel that was created for integration with BrandWizard.
A page opens where you should click Delete.