<!-- JSON-LD markup generated by Google Structured Data Markup Helper. --><script type="application/ld+json">{  "@context" : "http://schema.org",  "@type" : "Article",  "name" : "Live chat integrations",  "author" : {    "@type" : "Person",    "name" : "Engati Team"  },  "image" : "https://global-uploads.webflow.com/5ef788f07804fb7d78a4127a/5fc864121bcc7b7ffd3884cf_integrations%20(1).png",  "articleSection" : "Freshdesk",  "articleBody" : "The most common use case for chatbots is for customer solutioning. You can use them to help your customers get answers to the Frequently Asked Questions whenever they get stuck. However, there may be some queries that are more complex and your bot may not be trained enough to answer these.",  "publisher" : {    "@type" : "Organization",    "name" : "Engati"  }}</script>

Live chat integrations

Engati Team
|
2
min read
Live chat integrations

With Engati’s digital CX solutions, we’re giving our customers the power to do less with more. We’ve introduced integrations with powerful applications like Freshdesk, Google, JSON API, and more. 

Freshdesk

The most common use case for chatbots is for customer solutioning. You can use them to help your customers get answers to the Frequently Asked Questions whenever they get stuck. However, there may be some queries that are more complex and your bot may not be trained enough to answer these.

So we introduced integration with Freshdesk Ticketing Platform. You can now integrate the Freshdesk account with Engati to allow customers to create tickets, get ticket details and update existing tickets from the chatbot itself

Setting Freshdesk up

Freshdesk Integration can be set up in the Integrations workflow of Engati. All you have to do is login to your Engati account and go to the Integrations tab. 

Live Chat Integrations on Engati platform

Select Freshdesk, and press the + Add account button. Add an account name, click “Authorize” to open a pop up window. Enter your API Key (which can be found in the Profile Settings section from your Freshdesk account). 

Then enter your Subdomain Name, which is the name of the account that has been used to access Freshdesk. Click on Save and you’re good to go!

Configuring your Freshdesk account

Once you’ve authorized your account, you can now add Freshdesk nodes.

Configuring your Freshdesk account on Engatis platform

 

First go to Build, followed by Paths. Choose an authorized account from the dropdown menu, and click Next

Now, you can select from a list of available actions to be performed on your account. Currently we provide actions for:

  1. Create Ticket
  2. Get Ticket
  3. Update Ticket

Once you select the action, it fills up the rows that are required to complete the actions. You can assign different attributes for each row with respect to what information is required.

Ticket creation on Engatis platform

Once you’ve assigned attributes for the node, your Integration is ready. All incoming tickets will have a corresponding ticket ID that will be saved in the attribute {{user.ticket.id}}.

Zapier 

Zapier is a cloud service that provides API Integrations with a large number of other Cloud Services. All you need is an account with Zapier, and you’ll be able  to Integrate Engati with the same to use any of the Zapier Integrations.

Salesforce

Chatbots are commonly used for engagement with potential prospects, where they can collect information about the lead. This information needs to be stored, which is why we introduced Salesforce integration. This integration provides capabilities for recording Leads, Service tickets, and Inquiry Functions.

Note: Salesforce direct integration is supported only for the following editions.

  1. Enterprise Edition
  2. Unlimited Edition
  3. Developer Edition
  4. Performance Edition

JSON API

To make our platform a truly no-code platform, we introduced integrations with JSON API. Check out JSON API bot tutorial for more information.

Engati

So, go ahead and connect Engati with the tools you already use. 

Sign up with Engati for free.

Tags
No items found.
About Engati

Engati is a one-stop platform for delighted customers. With our intelligent bots, we help you create the smoothest of Customer Experiences. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. So, let's get started?

Get Started Free