Store Website Chat Logs from Userlike in Planio Help Desk¶

Using Userlike for chatting live with your website visitors is great and it's an awesome way to provide support or explain your product.

Normally, Userlike sends you an email after each chat session with a chat log, so you can keep it for future reference. We thought it would be great to store these chat logs in Planio 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.

• Table of contents
• Store Website Chat Logs from Userlike in Planio Help Desk
  • Set up Planio Help Desk
  • Configure an API end point in Userlike
  • Constructing the Userlike Callback URL

Setting it up is really easy:

Set up Planio Help Desk¶

If you haven't already, set up Planio Help Desk in one of your projects. We have an in-depth guide about how to set up Planio Help Desk, but if you really just want to get started quickly, just do the following:

1. Navigate to your project
2. Click on the Apps tab
3. Find Planio Help Desk
4. Click Install

Configure an API end point in Userlike¶

Next, we'll log in to Userlike. You'll need your Userlike username and password for this. Once logged in, we are going to:

1. Find Config in the left hand menu
2. Click on Addons Settings
3. Find an entry called API in the table
4. Click on its small Edit icon on the far right

You'll be presented with a configuration form. We'll get to that in a minute.

Let's figure our your Callback URL first!

Constructing the Userlike Callback URL¶

This part can be a little technically. But don't worry – we'll get through this.

Generally speaking, the Callback URL needs to follow this format:

https://acme.plan.io/projects/support/userlike_callback?key=abc123

The URL needs to be adapted to fit your particular Planio account though, so let's take a closer look:

• 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.
• /userlike_callback instructs Planio that this call is coming from Userlike, it does not need to be changed
• ?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.

That's it. Now, paste your URL in the corresponding field on Userlike and select one or two of the Automatic Tickets boxes:

• 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.
• Select for Chats if you would like to receive actual chat logs with your website visitors in Planio.

Our recommendation is to select both checkboxes. Here's what it should look like:

Please leave all other checkboxes unchecked and finally, click on Update settings.