Store Website Chat Logs from Userlike in Planio Help Desk » History » Sprint/Milestone 8
Jan Schulz-Hofen, 03/14/2017 12:47 PM
1 | 1 | Jan Schulz-Hofen | # Store Website Chat Logs from Userlike in Planio Help Desk |
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3 | 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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5 | 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](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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7 | 3 | Jan Schulz-Hofen | {{>toc}} |
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9 | 1 | Jan Schulz-Hofen | Setting it up is really easy: |
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11 | ## Set up Planio Help Desk |
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13 | 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 really just want to get started quickly, just do the following: |
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15 | 1. Navigate to your project |
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16 | 2. Click on the **Apps** tab |
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17 | 3. Find **Planio Help Desk** |
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18 | 4. Click **Install** |
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20 | 2 | Jan Schulz-Hofen | {{figure(Install Planio Help Desk) |
21 | 1 | Jan Schulz-Hofen | !Helpdesk_install_button@2x.png! |
22 | 2 | Jan Schulz-Hofen | }} |
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24 | ## Configure an API end point in Userlike |
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26 | 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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28 | 1. Find **Config** in the left hand menu |
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29 | 2. Click on **Addons Settings** |
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30 | 3. Find an entry called **API** in the table |
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31 | 4. Click on its small **Edit** icon on the far right |
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32 | |||
33 | {{figure(Configure an API end point in Userlike) |
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34 | !userlike_main_menu@2x.png! |
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35 | 1 | Jan Schulz-Hofen | }} |
36 | 3 | Jan Schulz-Hofen | |
37 | 6 | Jan Schulz-Hofen | You'll be presented with a configuration form. We'll get to that in a minute. |
38 | 3 | Jan Schulz-Hofen | |
39 | 6 | Jan Schulz-Hofen | Let's figure our your **Callback URL** first! |
40 | 4 | Jan Schulz-Hofen | |
41 | ## Constructing the Userlike Callback URL |
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43 | This part can be a little technically. But don't worry – we'll get through this. |
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45 | Generally speaking, the **Callback URL** needs to follow this format: |
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47 | ~~~ |
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48 | 5 | Jan Schulz-Hofen | https://acme.plan.io/projects/support/userlike_callback?key=abc123 |
49 | 4 | Jan Schulz-Hofen | ~~~ |
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51 | The URL needs to be adapted to fit your particular Planio account though, so let's take a closer look: |
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52 | 1 | Jan Schulz-Hofen | |
53 | 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**. |
54 | - `/userlike_callback` instructs Planio that this call is coming from Userlike, it does not need to be changed |
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55 | - `?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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57 | 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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59 | - 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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60 | - Select **for Chats** if you would like to receive actual chat logs with your website visitors in Planio. |
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62 | 7 | Jan Schulz-Hofen | Our recommendation is to select both checkboxes. Here's what it should look like: |
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64 | {{figure(Userlike Callback API form) |
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65 | !userlike_callback_form@2x.png! |
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66 | }} |
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67 | 5 | Jan Schulz-Hofen | |
68 | Please *leave all other checkboxes unchecked* and finally, click on **Update settings**. |
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69 | 8 | Jan Schulz-Hofen | |
70 | 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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72 | ## Advanced Callback URL Tricks |
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74 | Of course, we have some more advanced config options for you if you think building the URL above was fun! |
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76 | 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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78 | | Key | Value | |
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79 | | -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | |
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80 | | `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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81 | | `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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82 | | `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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83 | | `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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84 | |||
85 | Here's a fully-fledged example: |
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87 | ~~~ |
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88 | https://acme.plan.io/projects/support/userlike_callback?key=abc123 |
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89 | &status_chat_meta=Closed&category_chat_meta=Userlike%20Chat |
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90 | &status_offline_message=Open&category_offline_message=Userlike%20Message |
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91 | ~~~ |
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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 | - with a key of `abc123` |
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100 | - with a **Status** of *Closed* and a **Category** of *Userlike Chat* for chat logs, |
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101 | - and with a **Status** of *Open* and a **Category** of *Userlike Message* for offline messages. |
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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! |