Zingtree Classic

Basics

Why should I set up an integration? 

Zingtree’s integrations allow you to do things like:

  • Embed call scripts into your CRM or call center platform, so agents can see both on a single screen
  • Automatically push and pull info between your CRM and your decision tree, reducing the need for your agents to do manual work
  • Automatically launch a particular tree based on a specific field or the individual an agent is speaking with
  • Transfer full session history to your CRM notes with one click
  • Create a ticket automatically when a customer goes through a self-serve tree
  • Send an internal Slack notification when a specific event happens

And much more. 


What platforms does Zingtree integrate with?

Zingtree integrates with a wide variety of platforms, including Salesforce, Zendesk, Freshdesk, Talkdesk, Intercom, Slack, and beyond. You can also use Zapier to connect to countless other applications. 

Please visit this page to see a more complete list. Note that you can also set up custom integrations with other platforms beyond the ones mentioned. To learn more about custom integrations, please see this page

 

What if I want to integrate with something that’s not on that list? 

If the platform you want to connect with isn’t on the list above, you should still be able to set-up an integration with some custom dev work. 

  • To embed agent scripts in any CRM, check out this article
  • To transfer information from any CRM to Zingtree, use merge variables
  • To transfer information from Zingtree to any CRM, use webhooks

If you need additional information, please contact our team for further details. 


Can I pass data both ways or just one way?

Zingtree natively passes information both ways for Salesforce, Zendesk, and Freshdesk. 

To set up a two-way sync for other CRMs, you would need to use merge variables and webhooks, as described above. 

Also, please note that Zapier only passes information one-way to the destination of your choice. 

 

Can we embed decision trees outside of a CRM?

Yes, thanks to Zingtree’s flexibility, you can embed trees on any page or property you own. 

Many organizations like having their trees right in their CRM – but others actually prefer their agents keep their tools separate so they don’t use some and neglect others. In that case, you can set-up your trees so that agents launch the decision tree as a pop-up overlay instead of embedding it right in the CRM. 

Other clients, meanwhile, embed their decision trees in places like their knowledge bases, help center, or customer-facing website. 

 

Set-up

 

How do I set up an integration?

Please view this page, then click the button for the integration you’d like to set up. That will take you to the appropriate set of instructions. 

 

Can I set up an integration as a business user? 

In most cases, yes. Setting up custom integrations typically requires developer work, however. 

Before you begin, though, please make sure you have sufficient permissions in your other platform (eg, Salesforce) to actually set up the integration. 

 

How long does it take to set up an integration? 

It varies both by platform and by the number of fields you’re planning to map. To set-up the initial installation for an integration (eg, Salesforce) takes only perhaps ten minutes. From there, you need to identify which fields you want to sync between Zingtree and the other platform. Depending on the complexity of your setup, that could take anywhere from a few minutes to a couple of hours.

Also, please note that you need to set up field mappings for each of your trees.

 

CRM

 

Do I have to buy Zingtree licenses for every one of our CRM users?

No, you only need to buy Zingtree licenses for the admins who will be authoring trees and the agents who will be using them. Setting up a CRM integration doesn’t change that. 

 

Can I automatically create an object in my CRM from a decision tree? 

Yes, for Salesforce, Zendesk, and Freshdesk, you can use a decision tree to gather both contact and case information, then automatically use that to create an object in your CRM. For Zendesk and Freshdesk, it works specifically with the Ticket object. Salesforce, meanwhile, is more flexible. Many users set this up with Cases, but it can work with many object types. 

 

For other CRMs, you can set something similar up, though it requires custom work. Please contact our team to learn more. 

 

What CRM objects work well with Zingtree’s integration?

For Salesforce, we can integrate with any object you like, whether that’s a Case, an Account, a Lead, etc. For most other CRMs, we typically integrate with a Ticket or a Case object, specifically.

 

Will the integration break any of the lead rules we already have built in our CRM?

No, the integration should not affect the existing lead rules in your CRM. 

Call scripting

How do integrations save my agents time?

Setting up an integration between Zingtree and your other tools can save time in multiple ways. 

First, it lets agents view the call script, customer information, and knowledge base information on a single screen – rather than having to go multiple places or even sort through physical papers.

Second, it reduces the need for agents to go back and add notes at the end of the day. By automatically pushing and pulling information between your CRM and the decision tree, fields get updated and tickets get created on the fly. 

Many organizations also design their trees so that the final node contains the session history for the tree. You can then sync this information back to your CRM automatically or manually, depending on the platform. 

Third, it reduces the training time to get agents up-to-speed in the first place. With Zingtree’s interactive call scripts, they can simply read, type, and click. 

 

Can the integration launch a specific call script based on info from our CRM or contact center platform? 

Yes, you can have a field – a particular product, a customer segment, etc. – trigger the correct call script to appear each time.

Zendesk does this through tree tag matching. These tags correspond to the information in the “brand” or “tree tag” sections of the Zendesk interface. Learn more about using tree tags in this article

For other platforms (eg, Salesforce), create a logic node at the start of your tree. You can use its if/then capabilities to launch a specific script in your CRM based on the field of your choosing. 

 

Where will my agents see their call scripts if we set up a CRM integration?

Many customers choose to have Zingtree appear as a sidebar embedded in their CRM, so agents can see customer information and the call script on a single screen. That said, you can choose to surface your call scripts in multiple ways. Additional options include:

  • Embedding an iframe on any other webpage you own
  • Having a button launch a pop-up or overlay

 

Some clients choose the pop-up/overlay option if they believe the iframe takes up too much space or if trees aren’t always necessary for calls. Choose whichever option suits your organization best. 

 

Can I use info from my CRM to personalize the call script? 

Yes, you can set up your integration and your trees so that fields like customer name, agent name, product purchased, etc. all appear automatically in the call script. 

 

Can I automatically create a ticket from a decision tree? 

Yes, you can have a tree automatically create a ticket in your CRM. (Note that for Salesforce, you can also configure it to create Cases, Leads, Accounts, etc). 

To do so, first make sure you have the integration set up on your account. (You can do this by going to Account and then My Apps, then starting the setup process). Then, at the appropriate point in your decision tree, add a Content Node and then navigate to the Apps/Webhooks tab for that node. Choose the desired event from the dropdown in the Call App or Webhook section. 

By increasing automation, you can remove manual processes and reduce human error. 

 

How can we transfer notes and session history from the tree back to our CRM?

For Zendesk, agents can do this with one click. Set-up the Zendesk integration and then update your New Request Form templates in Zendesk. Your agents will now be able to directly transfer the history from the call.

For other CRMs, you can have your trees display the transcript history or the data collected. Then, your agents can simply copy-and-paste this information back into your CRM. 

To leverage this feature, add a “copy to ticket notes” button to the relevant node. That will either directly push the info to Zendesk or copy it to the clipboard for other CRMs. 

 

Does Zingtree work with our IVR/dialer? 

Yes, Zingtree can work your IVR/dialer. In most cases, it does this through your CRM. You can set-up an integration so that the right script will pop-up based on the number dialed – rather than making your agents search for the right script themselves.

The call script will then launch as a browser pop-up or as an embedded frame in your CRM, depending on your setup. 

To learn more about integrating with IVRs/dialers, please contact our team for more information. 


What happens to a decision tree if a call gets transferred to a different agent or if the call drops? 

Using our Pause and Resume feature, an agent can automatically pick up a tree right where the call left off. This works out-of-the-box for Salesforce, Zendesk, and Freshdesk. For each of those platforms, Zingtree will recognize that that specific customer did not complete the tree in question, and will restart at the correct point with the right information saved – no action required by the agent. 

You can set this up for other CRMs, as well, though it takes custom setup work. Specifically, developers need to ensure that the correct session ID gets used when a tree is re-launched from a specific ticket, case, etc. 

 

Is there an easy way for agents to leave feedback on a call script? 

Yes, our Agent Feedback feature lets agents send their thoughts to the author(s) of the tree – either anonymously or with their name and contact info, as they so choose. 

This lets you continually improve your trees by learning from the people who are actually using them in the field.  

 

Do my experienced agents need to use a call script? 

Many organizations do have their experienced agents use call scripts in order to: 

  1. Have everyone stay compliant
  2. Make sure agents are telling the same story
  3. Provide reporting
  4. Reduce the manual work that agents normally have to do to make calculations, remember information from earlier in the call, update records, and generate documents 

 

That said, some organizations literally “script” their agents – ie, tell them precisely what to say – while others just guide their agents through the process and provide helpful supporting information along the way while allowing flexibility in the messaging. That’s simply a matter of organizational philosophy, and Zingtree supports both approaches equally well. 

Knowledge Bases

How do you integrate with our knowledge base?

You can embed trees directly in your knowledge base, so users can navigate through information quickly and identify the right article for them. To embed your decision tree, navigate to the Publishing Links section in that tree’s settings, then follow the steps on the screen. 


Customer Self-Help

Can self-help trees automatically create tickets in our CRM? 

Yes, you can use the CRM integration to automatically create tickets. One way to do this for customer self-help is to create a point in your tree where the user flags that they couldn’t resolve their issue. Then, have the next branch gather information from them (name, contact info, etc) and sync that node automatically to your CRM. Each time a customer hits that step, it will create a ticket in your CRM. 


Security

If our users log-in to their other tools via SSO, will the Zingtree integration still work?

Yes, Zingtree will still work normally if people log into your other tools – eg, Salesforce – via SSO. The tools you use to set up SSO – such as Okta – take care of dual authentication. 

Note that you can also have your Zingtree trees protected by SSO, even if SSO isn’t set up in your CRM. 

To learn more about SSO, please visit this page

 

How do we set up SSO in Zingtree?

Go to Account, then Single Sign-on. Enter the appropriate information to enable SSO on the account-level. 

Next, choose which specific trees should be protected by SSO. Visit a specific tree, navigate to the Settings page, flip to the Security tab, then check the box to require SSO. 

When you visit your My Trees page, the trees that require SSO will have a key icon next to them. 


Advanced

What’s the difference between APIs, webhooks, “Include” functions, and merge variables when it comes to Zingtree?

  • Webhooks are real-time and bi-directional.
  • APIs run at designated times (not real-time), and are typically used to export data showing what occurred since the last time the batch job ran. This is often used for reporting. 
  • Include functions copy information into Zingtree from a specific URL.

Merge variables are used to send information, one-way, into a specific tree. This can also be done with webhooks, but merge variables are simpler and require less coding.

New Experience (Coming Soon)

Basics

Why should I set up an integration? 

Zingtree’s integrations allow you to do things like:

  • Embed call scripts into your CRM or call center platform, so agents can see both on a single screen
  • Automatically push and pull info between your CRM and your decision tree, reducing the need for your agents to do manual work
  • Automatically launch a particular tree based on a specific field or the individual an agent is speaking with
  • Transfer full session history to your CRM notes with one click
  • Create a ticket automatically when a customer goes through a self-serve tree
  • Send an internal Slack notification when a specific event happens

And much more. 


What platforms does Zingtree integrate with?

Zingtree integrates with a wide variety of platforms, including Salesforce, Zendesk, Freshdesk, Talkdesk, Intercom, Slack, and beyond. You can also use Zapier to connect to countless other applications. 

Please visit this page to see a more complete list. Note that you can also set up custom integrations with other platforms beyond the ones mentioned. To learn more about custom integrations, please see this page

 

What if I want to integrate with something that’s not on that list? 

If the platform you want to connect with isn’t on the list above, you should still be able to set-up an integration with some custom dev work. 

  • To embed agent scripts in any CRM, check out this article
  • To transfer information from any CRM to Zingtree, use merge variables
  • To transfer information from Zingtree to any CRM, use webhooks

If you need additional information, please contact our team for further details. 


Can I pass data both ways or just one way?

Zingtree natively passes information both ways for Salesforce, Zendesk, and Freshdesk. 

To set up a two-way sync for other CRMs, you would need to use merge variables and webhooks, as described above. 

Also, please note that Zapier only passes information one-way to the destination of your choice. 

 

Can we embed decision trees outside of a CRM?

Yes, thanks to Zingtree’s flexibility, you can embed trees on any page or property you own. 

Many organizations like having their trees right in their CRM – but others actually prefer their agents keep their tools separate so they don’t use some and neglect others. In that case, you can set-up your trees so that agents launch the decision tree as a pop-up overlay instead of embedding it right in the CRM. 

Other clients, meanwhile, embed their decision trees in places like their knowledge bases, help center, or customer-facing website. 

 

Set-up

 

How do I set up an integration?

Please view this page, then click the button for the integration you’d like to set up. That will take you to the appropriate set of instructions. 

 

Can I set up an integration as a business user? 

In most cases, yes. Setting up custom integrations typically requires developer work, however. 

Before you begin, though, please make sure you have sufficient permissions in your other platform (eg, Salesforce) to actually set up the integration. 

 

How long does it take to set up an integration? 

It varies both by platform and by the number of fields you’re planning to map. To set-up the initial installation for an integration (eg, Salesforce) takes only perhaps ten minutes. From there, you need to identify which fields you want to sync between Zingtree and the other platform. Depending on the complexity of your setup, that could take anywhere from a few minutes to a couple of hours.

Also, please note that you need to set up field mappings for each of your trees.

 

CRM

 

Do I have to buy Zingtree licenses for every one of our CRM users?

No, you only need to buy Zingtree licenses for the admins who will be authoring trees and the agents who will be using them. Setting up a CRM integration doesn’t change that. 

 

Can I automatically create an object in my CRM from a decision tree? 

Yes, for Salesforce, Zendesk, and Freshdesk, you can use a decision tree to gather both contact and case information, then automatically use that to create an object in your CRM. For Zendesk and Freshdesk, it works specifically with the Ticket object. Salesforce, meanwhile, is more flexible. Many users set this up with Cases, but it can work with many object types. 

 

For other CRMs, you can set something similar up, though it requires custom work. Please contact our team to learn more. 

 

What CRM objects work well with Zingtree’s integration?

For Salesforce, we can integrate with any object you like, whether that’s a Case, an Account, a Lead, etc. For most other CRMs, we typically integrate with a Ticket or a Case object, specifically.

 

Will the integration break any of the lead rules we already have built in our CRM?

No, the integration should not affect the existing lead rules in your CRM. 

Call scripting

How do integrations save my agents time?

Setting up an integration between Zingtree and your other tools can save time in multiple ways. 

First, it lets agents view the call script, customer information, and knowledge base information on a single screen – rather than having to go multiple places or even sort through physical papers.

Second, it reduces the need for agents to go back and add notes at the end of the day. By automatically pushing and pulling information between your CRM and the decision tree, fields get updated and tickets get created on the fly. 

Many organizations also design their trees so that the final node contains the session history for the tree. You can then sync this information back to your CRM automatically or manually, depending on the platform. 

Third, it reduces the training time to get agents up-to-speed in the first place. With Zingtree’s interactive call scripts, they can simply read, type, and click. 

 

Can the integration launch a specific call script based on info from our CRM or contact center platform? 

Yes, you can have a field – a particular product, a customer segment, etc. – trigger the correct call script to appear each time.

Zendesk does this through tree tag matching. These tags correspond to the information in the “brand” or “tree tag” sections of the Zendesk interface. Learn more about using tree tags in this article

For other platforms (eg, Salesforce), create a logic node at the start of your tree. You can use its if/then capabilities to launch a specific script in your CRM based on the field of your choosing. 

 

Where will my agents see their call scripts if we set up a CRM integration?

Many customers choose to have Zingtree appear as a sidebar embedded in their CRM, so agents can see customer information and the call script on a single screen. That said, you can choose to surface your call scripts in multiple ways. Additional options include:

  • Embedding an iframe on any other webpage you own
  • Having a button launch a pop-up or overlay

 

Some clients choose the pop-up/overlay option if they believe the iframe takes up too much space or if trees aren’t always necessary for calls. Choose whichever option suits your organization best. 

 

Can I use info from my CRM to personalize the call script? 

Yes, you can set up your integration and your trees so that fields like customer name, agent name, product purchased, etc. all appear automatically in the call script. 

 

Can I automatically create a ticket from a decision tree? 

Yes, you can have a tree automatically create a ticket in your CRM. (Note that for Salesforce, you can also configure it to create Cases, Leads, Accounts, etc). 

To do so, first make sure you have the integration set up on your account. (You can do this by going to Account and then My Apps, then starting the setup process). Then, at the appropriate point in your decision tree, add a Content Node and then navigate to the Apps/Webhooks tab for that node. Choose the desired event from the dropdown in the Call App or Webhook section. 

By increasing automation, you can remove manual processes and reduce human error. 

 

How can we transfer notes and session history from the tree back to our CRM?

For Zendesk, agents can do this with one click. Set-up the Zendesk integration and then update your New Request Form templates in Zendesk. Your agents will now be able to directly transfer the history from the call.

For other CRMs, you can have your trees display the transcript history or the data collected. Then, your agents can simply copy-and-paste this information back into your CRM. 

To leverage this feature, add a “copy to ticket notes” button to the relevant node. That will either directly push the info to Zendesk or copy it to the clipboard for other CRMs. 

 

Does Zingtree work with our IVR/dialer? 

Yes, Zingtree can work your IVR/dialer. In most cases, it does this through your CRM. You can set-up an integration so that the right script will pop-up based on the number dialed – rather than making your agents search for the right script themselves.

The call script will then launch as a browser pop-up or as an embedded frame in your CRM, depending on your setup. 

To learn more about integrating with IVRs/dialers, please contact our team for more information. 


What happens to a decision tree if a call gets transferred to a different agent or if the call drops? 

Using our Pause and Resume feature, an agent can automatically pick up a tree right where the call left off. This works out-of-the-box for Salesforce, Zendesk, and Freshdesk. For each of those platforms, Zingtree will recognize that that specific customer did not complete the tree in question, and will restart at the correct point with the right information saved – no action required by the agent. 

You can set this up for other CRMs, as well, though it takes custom setup work. Specifically, developers need to ensure that the correct session ID gets used when a tree is re-launched from a specific ticket, case, etc. 

 

Is there an easy way for agents to leave feedback on a call script? 

Yes, our Agent Feedback feature lets agents send their thoughts to the author(s) of the tree – either anonymously or with their name and contact info, as they so choose. 

This lets you continually improve your trees by learning from the people who are actually using them in the field.  

 

Do my experienced agents need to use a call script? 

Many organizations do have their experienced agents use call scripts in order to: 

  1. Have everyone stay compliant
  2. Make sure agents are telling the same story
  3. Provide reporting
  4. Reduce the manual work that agents normally have to do to make calculations, remember information from earlier in the call, update records, and generate documents 

 

That said, some organizations literally “script” their agents – ie, tell them precisely what to say – while others just guide their agents through the process and provide helpful supporting information along the way while allowing flexibility in the messaging. That’s simply a matter of organizational philosophy, and Zingtree supports both approaches equally well. 

Knowledge Bases

How do you integrate with our knowledge base?

You can embed trees directly in your knowledge base, so users can navigate through information quickly and identify the right article for them. To embed your decision tree, navigate to the Publishing Links section in that tree’s settings, then follow the steps on the screen. 


Customer Self-Help

Can self-help trees automatically create tickets in our CRM? 

Yes, you can use the CRM integration to automatically create tickets. One way to do this for customer self-help is to create a point in your tree where the user flags that they couldn’t resolve their issue. Then, have the next branch gather information from them (name, contact info, etc) and sync that node automatically to your CRM. Each time a customer hits that step, it will create a ticket in your CRM. 


Security

If our users log-in to their other tools via SSO, will the Zingtree integration still work?

Yes, Zingtree will still work normally if people log into your other tools – eg, Salesforce – via SSO. The tools you use to set up SSO – such as Okta – take care of dual authentication. 

Note that you can also have your Zingtree trees protected by SSO, even if SSO isn’t set up in your CRM. 

To learn more about SSO, please visit this page

 

How do we set up SSO in Zingtree?

Go to Account, then Single Sign-on. Enter the appropriate information to enable SSO on the account-level. 

Next, choose which specific trees should be protected by SSO. Visit a specific tree, navigate to the Settings page, flip to the Security tab, then check the box to require SSO. 

When you visit your My Trees page, the trees that require SSO will have a key icon next to them. 


Advanced

What’s the difference between APIs, webhooks, “Include” functions, and merge variables when it comes to Zingtree?

  • Webhooks are real-time and bi-directional.
  • APIs run at designated times (not real-time), and are typically used to export data showing what occurred since the last time the batch job ran. This is often used for reporting. 
  • Include functions copy information into Zingtree from a specific URL.

Merge variables are used to send information, one-way, into a specific tree. This can also be done with webhooks, but merge variables are simpler and require less coding.