Tag Archives: zingtree integrations

Sending Slack Notifications from Decision Trees

slack+zingtree

Slack has become the go-to collaboration platform of choice for so many companies, and people are also using it to track events. We have also recently adopted Slack and wanted a way to send messages to Slack channels whenever something occurred in one of our own Zingtrees.

So, as part of our mission to make Zingtree interoperable with as many popular platforms as possible, we’ve added this capability to our most recent release.

How it Works

When an end-user visits a node in one of your decision trees, you can have that node trigger a custom Slack notification. Once you set up Slack for your organization, any node in any tree can send a message to Slack.

Notifications in Slack look like this:

Slack notification from Zingtree

Setup

First, you need to give your organization access to the Slack app:

  1. Go to Account > My Apps.
  2. Click Slack under Add Apps.Add Slack to Zingtree
  3. Slack will ask you to authorize Zingtree access. Select the Slack channel you want to receive notifications (“post to”), then click Authorize.Authorizing Slack
  4. You will be returned to Zingtree, and Slack will appear in your list of apps.Slack installed in Zingtree

Now you can configure any node in any tree to send a custom Slack notification:

  1. Pick a tree, and go to the Overview tool.
  2. Pick a node, and click the Edit button.
  3. Locate the Send Message To option, and select Slack.Slack messaging added to a Zingtree Node.
  4. Enter a message that will be sent to your Slack channel.  You can also include any form variables (i.e. #name#).

Now, Preview your tree, and visit the node where you just added a Slack message. The custom message will appear in Slack, along with a link to the session transcript:

Slack notification

 


 

Any questions about this, or any of our other integrations? Please contact us anytime.

This article was originally published on April 20, 2016.

Integrating Zingtree with Freshdesk

feshdesk call center scripts

Freshdesk is one of our most popular integrations, so we’ve made sure it’s easy to import Zingtree session transcripts into a Freshdesk ticket. With the integration in place, support staff can see all of the steps a customer went through in a decision tree before needing to ask for help – it’s a huge time-saver for agents!

When the integration is set up, agents will see a Zingtree transcript with each ticket, like this:

Requirements:

You will need the Estate or Forest plan from Freshdesk to accomplish this integration.

Overview:

You’ll first need Freshdesk Admin privileges to complete the process. This method will create a new field called Zingtree Session Datait gets hidden from the customer, but it appears for the agent answering the ticket. It includes the entire Q&A transcript of the user’s Zingtree session prior to opening a new ticket in Freshdesk.

Here’s how to set up the Freshdesk side:

  1. In Freshdesk, go to your Admin panel, and select Ticket Fields.
  2. Create a new “Multi Line Text”  ticket field named Zingtree Session Data. (This field must be set up as “display to customer” and “customer can edit”, but will be hidden from the end-user once you implement step #7 below. Trust us!) The properties will look like this:
  3. Click Done.
  4. Click Save to add the field.
  5. Next go to Admin, Portals, and click  Customize Portal next to the portal that will receive Zingtree data.
  6. Go to Layout and Pages, Portal Pages.
  7. Click New Ticket, then add this code to the new ticket edit area:
    <script src="//zingtree.com/api/freshdesk-new-ticket.js"></script>

    This is what it looks like (new code outlined in red):

  8. Click Save and Publish.

On the Zingtree side:

You see to make Link Nodes that go to your Freshdesk New Ticket form, and add ?session_id=#session# to the end of the URL. Example:

If this is the link to your ticket form:
http://support.mycompany.com/support/tickets/new

Use this URL within a Zingtree Link Node to go to the ticket form, and have the Zingtree session transcript transferred:

http://support.mycompany.com/support/tickets/new?session_id=#session#

We’ve set up a sample Gallery tree (“Freshdesk Integration example”) for you to examine here. You can copy this tree, and then change the URL link to point to your own Freshdesk domain.

Follow these steps and in 15 minutes or less you’ll have a powerful integration between Freshdesk and your Zingtrees.

Any questions? Reach out to us anytime.

Live Chat Integration: Intercom and Zingtree

z-integrations-blog

Live chat is an incredibly useful way to connect to our customers, both for offering support and for getting insights into new product ideas we may never have thought of ourselves. We are happily using Intercom, which allows us to track chat and email conversations with each customer.

For technical inquiries, we use Zingtree Data Entry forms to get the tree ID, node and URL of any problem reports. To save our customers some typing, and make it faster for us to answer questions, we’ve built our own Contact page using Zingtree. For technical and sales inquiries, the decision tree leads to an end point that opens Intercom chat, with information about the problem already pre-populated.

Once you submit a technical question, here’s what appears in Intercom:

Intercom chat with Zingtree

Demos:

Requirements:

  • Your tree must be embedded on your site.
  • You need to have the Intercom chat client in place on the page that contains your tree.

How to open an Intercom chat session, and include the Zingtree transcript and data entry:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Intercom: New: #session#.When a customer lands on this node, this Parent Action is triggered.
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/intercom.js"></script>

It’s that easy!

Source Code:

From the Zingtree Gallery, you can see two examples:

Zendesk Chat (Zopim) Decision Tree Front-End

zopim-2

Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

  • Your tree must be embedded on your site.
  • You need to have a Zendesk Chat client in place on the page that contains your tree.

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.