Store Website Chat Logs from Userlike in Planio Help Desk » History » Sprint/Milestone 18
Jens Krämer, 02/25/2020 08:37 AM
1 | 1 | Jan Schulz-Hofen | # Store Website Chat Logs from Userlike in Planio Help Desk |
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3 | 10 | Thomas Carney | 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. |
4 | 1 | Jan Schulz-Hofen | |
5 | 9 | Jan Schulz-Hofen | Normally, Userlike sends you an email after each chat session with a chat log, so you can keep it for future reference. |
6 | 1 | Jan Schulz-Hofen | |
7 | {{>toc}} |
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8 | 9 | Jan Schulz-Hofen | |
9 | 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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10 | 3 | Jan Schulz-Hofen | |
11 | 1 | Jan Schulz-Hofen | Setting it up is really easy: |
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13 | ## Set up Planio Help Desk |
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15 | 10 | Thomas Carney | 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: |
16 | 1 | Jan Schulz-Hofen | |
17 | 1. Navigate to your project |
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18 | 2. Click on the **Apps** tab |
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19 | 3. Find **Planio Help Desk** |
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20 | 4. Click **Install** |
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21 | |||
22 | 2 | Jan Schulz-Hofen | {{figure(Install Planio Help Desk) |
23 | 17 | Jens Krämer | ![](Helpdesk_install_button@2x.png) |
24 | 2 | Jan Schulz-Hofen | }} |
25 | |||
26 | ## Configure an API end point in Userlike |
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27 | |||
28 | 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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30 | 1. Find **Config** in the left hand menu |
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31 | 2. Click on **Addons Settings** |
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32 | 3. Find an entry called **API** in the table |
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33 | 4. Click on its small **Edit** icon on the far right |
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34 | |||
35 | {{figure(Configure an API end point in Userlike) |
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36 | 17 | Jens Krämer | ![](userlike_main_menu@2x.png) |
37 | 1 | Jan Schulz-Hofen | }} |
38 | 3 | Jan Schulz-Hofen | |
39 | 6 | Jan Schulz-Hofen | You'll be presented with a configuration form. We'll get to that in a minute. |
40 | 3 | Jan Schulz-Hofen | |
41 | 6 | Jan Schulz-Hofen | Let's figure our your **Callback URL** first! |
42 | 4 | Jan Schulz-Hofen | |
43 | ## Constructing the Userlike Callback URL |
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45 | 11 | Jan Schulz-Hofen | This part gets a little technical. But don't worry – we'll get through this. |
46 | 4 | Jan Schulz-Hofen | |
47 | Generally speaking, the **Callback URL** needs to follow this format: |
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48 | |||
49 | ~~~ |
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50 | 5 | Jan Schulz-Hofen | https://acme.plan.io/projects/support/userlike_callback?key=abc123 |
51 | 4 | Jan Schulz-Hofen | ~~~ |
52 | |||
53 | The URL needs to be adapted to fit your particular Planio account though, so let's take a closer look: |
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54 | 1 | Jan Schulz-Hofen | |
55 | 5 | Jan Schulz-Hofen | - `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**. |
56 | - `/userlike_callback` instructs Planio that this call is coming from Userlike, it does not need to be changed |
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57 | - `?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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59 | 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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60 | |||
61 | - 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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62 | - Select **for Chats** if you would like to receive actual chat logs with your website visitors in Planio. |
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63 | |||
64 | 7 | Jan Schulz-Hofen | Our recommendation is to select both checkboxes. Here's what it should look like: |
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66 | {{figure(Userlike Callback API form) |
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67 | 17 | Jens Krämer | ![](userlike_callback_form@2x.png) |
68 | 7 | Jan Schulz-Hofen | }} |
69 | 5 | Jan Schulz-Hofen | |
70 | Please *leave all other checkboxes unchecked* and finally, click on **Update settings**. |
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71 | 8 | Jan Schulz-Hofen | |
72 | 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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73 | |||
74 | ## Advanced Callback URL Tricks |
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75 | |||
76 | Of course, we have some more advanced config options for you if you think building the URL above was fun! |
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77 | |||
78 | 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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79 | |||
80 | 13 | Jan Schulz-Hofen | | Key | Value | |
81 | | -------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | |
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82 | 18 | Jens Krämer | | `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. | |
83 | | `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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84 | | `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 able to respond to messages right from within Planio Help Desk! | |
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85 | | `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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86 | 8 | Jan Schulz-Hofen | |
87 | Here's a fully-fledged example: |
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88 | |||
89 | ~~~ |
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90 | 16 | Holger Just | https://acme.plan.io/projects/support/userlike_callback?key=abc123&status_chat_meta=Closed&category_chat_meta=Userlike%20Chat&status_offline_message=Open&category_offline_message=Userlike%20Message |
91 | 8 | Jan Schulz-Hofen | ~~~ |
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93 | *(Line breaks are only there to make it more legible.)* |
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95 | This URL will instruct Planio to: |
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97 | - create issues for the Planio account at `acme.plan.io`, |
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98 | - in a project with the identifier `support`, |
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99 | 15 | Jan Schulz-Hofen | - with a key of `abc123`, |
100 | 8 | Jan Schulz-Hofen | - with a **Status** of *Closed* and a **Category** of *Userlike Chat* for chat logs, |
101 | - and with a **Status** of *Open* and a **Category** of *Userlike Message* for offline messages. |
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102 | |||
103 | 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! |