CRM Integration Example using Zapier
This article serves as a follow-up example to our previous guide on CRM Integration.
In this example, Freshdesk will be used as the Customer Relationship Management (CRM) platform, while Zapier will serve as the intermediary service. It is assumed that you already have active accounts for both platforms. If not, there is no need for concern, as the integration process is generally consistent with other CRM providers such as Zendesk or Salesforce.
Let us proceed with the integration steps.
Add Omnichannel App to Zapier Account
The first step is to add the Qiscus Omnichannel App to your Zapier account. This step is required because Qiscus Omnichannel is not yet listed in the public Zapier App Directory. To do so,
Go to https://zapier.com/
Follow link Invite at https://zapier.com/developer/public-invite/22635/49b813bd9ce71567e928b29b787b93f5/ to Add Omnichannel App to Zapier account.
Click Accept Invite & Build a Zap
Create Trigger in Zapier and Connect to Omnichannel
First, Login to Zapier Dasboard and Klik Make a Zap! button
In the Choose a Trigger App dialog, select Qiscus Omnichannel 1.*.* (* means the version could be difference,
Next, in the Choose Qiscus Omnichannel (1.0.*) Trigger, select New Room trigger since we want every time a new room created, new ticket will be created. Click Save + Continue button.
After that, click Connect and Login to Integrate Qiscus Omnichannel Account to Zapier, then choose your account, if this is for the first time, click Connect an Account button and provide your Qiscus Omnichannel account credentials.
Copy Webhook Link generated from Zapier, then click Skip Test and Continue with Default Sample
Now you already got the generate webhook URL from Zapier, the next step is to put the URL in Custom Agent Allocation field in the Qiscus Omnichannel Settings page. So, login to Qiscus Omnichannel with your account at Qiscus Omnichannel Chat.
In the Qiscus Omnichannel, go to the Settings page and select Custom Agent Allocation menu. On the right hand side of the screen, toggle on the Custom Agent Allocation feature button and fill in the Webhook URL with Zapier webhook URL you got earlier, then click Save.
By doing so, you literally have connected your Qiscus Omnichannel with Zapier. So every time a new room created in Qiscus Omnichannel, Qiscus Omnichannel will hook provided URL above in Zapier to do anything, in this case connect to CRM.
To be noted here, Qiscus Omnichannel support auto agent allocation feature when a new room created. However, as soon as you activate this Custom Agent Allocation feature, the auto agent allocation will be set to off. So an agent will have to manually get customer to serve.
Add Steps and Connect (Qiscus Omnichannel - Zapier - freshdesk trigger configuration)
In this phase, we have four steps to configure, namely create contact, create ticket, put additional information in Omnichannel sidebar, and update ticket when room mark as resolve.
1. Create Contact
The first configuration would be to configure a contact creation for customer first encounter. Let’s get back to Zapier Zap Configuration Page and add some steps-actions event trigger. Click Action/Search on the left sidebar.
In the Choose an Action App dialog, select Freshdesk app.
Then, in the Select Freshdesk Action, select Create Contact then click Save + Continue button. Click Connect and Login to Integrate Freshdesk to Zapier, then choose your account, Click Save and Continue.
Then, choose Freshdesk account and click Continue.
After that, let’s fill in several required fields, like Name & Email. We will fill these fields in from Omnichannel source. You can specify additional information such as Address, Description, and Phone.
Here’s the contact overview.
And this is how it will be shown in the FreshDesk.
2. Create Ticket
Let’s get back to Zapier Zap Configuration Page and add some steps-actions event trigger. Click Action/Search on the left sidebar.
In the Choose an Action App dialog, select Freshdesk app.
Then, in the Select Freshdesk Action, select Create Ticket then click Save + Continue button. Click Connect and Login to Integrate Freshdesk to Zapier, then choose your account, Click Save and Continue.
Fill in Subject and First Comment/Description then Select Continue Skip Test and Finish.
Give a name for your Test Case Name and Turn On your Zap
3. Put Additional Information in Qiscus Omnichannel Sidebar
Qiscus Omnichannel let us add some information in its sidebar. It can contains data from create ticket action, one of them is the ticket details created in FreshDesk. In this step, we will proceed with the setup. Let’s do this.
Re-open the zap create ticket configuration if you haven’t done so then look for Omnichannel again, i.e Qiscus Omnichannel (1.0.*) updated.
Then let’s specify Action Event Additional Information and click Continue
Choose the Omnichannel account and click Continue,
And fill in required fields as shown in the figure below.
Key is the label that will be shown in the Additional Information sidebar in Omnichannel, while Value is the value of the previous key. In this case we will fill in with the ticket URL, and add ticket_id specified from FreshDesk.
Skip Test & Review, proceed with the Test & Continue button instead.
This is how it looks like in Omnichannel.
4. Update Ticket when Room Marked as Resolved
Create a new zap, then find the Omnichannel and select Qiscus Omnichannel (1.0.*) *updated
Select Mark as Resolve in the Trigger Event field then click Continue
Next, select Omnichannel account account and Continue.
As soon as above step is done, it will generate a Webhook URL, copy the URL and paste in on the Omnichannel multiple webhook
Then create an action on Freshdesk by selecting action event Add Notes to a Ticket then click Continue
Select your Freshdesk account and click Continue
Fill in these required
Ticket No is the number of ticket that is going to be updated
Notes, fill in any necessary notes
Private optional management, whether the ticket is for private or public member
Then click Continue
This is how it looks like,
That’s all.
Please note that this CRM integration scenario represents only one of many possible implementation cases. If you have different requirements, you are encouraged to explore and experiment with the available triggers to create a workflow that best suits your needs.