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Store Website Chat Logs from Userlike in Planio Help Desk » History » Sprint/Milestone 12

Jan Schulz-Hofen, 03/14/2017 03:54 PM

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# Store Website Chat Logs from Userlike in Planio Help Desk
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Using [Userlike](https://www.userlike.com/) for chatting live with your website visitors is great, and it's an awesome way to provide support or explain your product.
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Normally, Userlike sends you an email after each chat session with a chat log, so you can keep it for future reference.
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{{>toc}}
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We thought it would be great to store these chat logs in [Planio Help Desk](https://plan.io/customer-service-and-help-desk/) as issues instead, so you'll have everything neatly organized by contact and so you'll be able to see support issues from Planio side-by-side with Userlike chats.
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Setting it up is really easy:
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## Set up Planio Help Desk
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If you haven't already, set up Planio Help Desk in one of your projects. We have an in-depth guide about [[Set_up_Your_Help_Desk_App|how to set up Planio Help Desk]], but if you want to get started quickly, just do the following:
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1.  Navigate to your project
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2.  Click on the **Apps** tab
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3.  Find **Planio Help Desk**
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4.  Click **Install**
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{{figure(Install Planio Help Desk)
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!Helpdesk_install_button@2x.png!
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}}
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## Configure an API end point in Userlike
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Next, we'll log in to Userlike. You'll need your Userlike username and password for this. Once logged in, we are going to:
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1.  Find **Config** in the left hand menu
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2.  Click on **Addons Settings**
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3.  Find an entry called **API** in the table
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4.  Click on its small **Edit** icon on the far right
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{{figure(Configure an API end point in Userlike)
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!userlike_main_menu@2x.png!
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}}
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You'll be presented with a configuration form. We'll get to that in a minute.
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Let's figure our your **Callback URL** first!
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## Constructing the Userlike Callback URL
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This part gets a little technical. But don't worry – we'll get through this.
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Generally speaking, the **Callback URL** needs to follow this format:
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~~~
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https://acme.plan.io/projects/support/userlike_callback?key=abc123
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~~~
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The URL needs to be adapted to fit your particular Planio account though, so let's take a closer look:
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  - `https://acme.plan.io/projects/support` is the full URL to the designated project where you activated Planio Help Desk. You can copy it from your browser's address bar when you're on the **Overview** tab of your project. `acme.plan.io` is your Planio domain and `support` is the project's **Identifier**.
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  - `/userlike_callback` instructs Planio that this call is coming from Userlike, it does not need to be changed
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  - `?key=abc123` is a secret key for authentication purposes. In Planio, please navigate to *your avatar* -\> **Administration** -\> **Settings** -\> **Incoming emails** and find the key in the field labeled **Incoming email WS API key**. Now, replace `abc123` in your URL with your actual key.
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That's it. Now, paste your URL in the corresponding field on Userlike and select one or two of the **Automatic Tickets** boxes:
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  - Select **for Offline Messages** if you would like to receive messages in Planio when you're offline in Userlike Chat and a website visitor leaves a message.
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  - Select **for Chats** if you would like to receive actual chat logs with your website visitors in Planio.
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Our recommendation is to select both checkboxes. Here's what it should look like:
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{{figure(Userlike Callback API form)
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!userlike_callback_form@2x.png!
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}}
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Please *leave all other checkboxes unchecked* and finally, click on **Update settings**.
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And that's it! You can go ahead and try it out now. Any chats and/or messages from Userlike will show up as issues in Planio Help Desk.
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## Advanced Callback URL Tricks
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Of course, we have some more advanced config options for you if you think building the URL above was fun!
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You can add any of the following parameters to your Callback URL to further configure how Planio issues will be created. Please add each parameter as `&key=value` to your URL and replace `key` and `value` appropriately.
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| Key                        | Value                                                                                                                                                                                                                                                                                    |
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| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
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| `status_chat_meta`         | The name of a Planio [[Learn_all_about_issues|issue status]] to be set on the issue for chat logs. If you merely want to archive chat logs to have them available in your customer history and in [search](https://plan.io/search/), you could select a **Closed** status here.          |
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| `category_chat_meta`       | The name of a Planio [[Learn_all_about_issues|issue category]] to be set on the issue for chat logs, for instance *Userlike Chat*.                                                                                                                                                       |
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| `status_offline_message`   | The name of a Planio [[Learn_all_about_issues|issue status]] to be set on the issue for messages you've received in Userlike while offline. Use an **Open** status like *New* or *In Progress* here, you'll be also available to respond to messages right from within Planio Help Desk! |
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| `category_offline_message` | The name of a Planio [[Learn_all_about_issues|issue category]] to be set on the issue for offline messages, for instance *Userlike Message*.                                                                                                                                             |
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Here's a fully-fledged example:
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~~~
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https://acme.plan.io/projects/support/userlike_callback?key=abc123
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&status_chat_meta=Closed&category_chat_meta=Userlike%20Chat
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&status_offline_message=Open&category_offline_message=Userlike%20Message
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~~~
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*(Line breaks are only there to make it more legible.)*
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This URL will instruct Planio to:
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  - create issues for the Planio account at `acme.plan.io`,
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  - in a project with the identifier `support`,
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  - with a key of `abc123`
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  - with a **Status** of *Closed* and a **Category** of *Userlike Chat* for chat logs,
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  - and with a **Status** of *Open* and a **Category** of *Userlike Message* for offline messages.
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That's it! Have any questions? [Get in touch with us](https://plan.io/contact/) – we'll be happy to help set up the Userlike integration with you!