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Hipmob - Desk.com Integration
Hipmob provides hosted live chat for mobile applications. You sign up with us, we give you a code, you download our library, you integrate it into your app, and you can then talk to your users, figure out what they want and what problems they are having, and make them happy. No servers, no extra steps or code to write, wherever the users are, you get to focus on what you do well. This document covers integrating Hipmob with your Desk.com account.
Once there, click the Configure button to open the Desk.com integration screen. If you've not configured it yet, the button will be clear.
The configuration screen will show. We walk you through getting the information you need from your Desk.com account below: you'll need to setup a Desk.com application and copy the settings into Hipmob.
Log into your Desk.com account as an admin and click on the Settings link.
On the Settings page, click on the API link.
On the API screen, click the Add API Application button.
On the Add New API Application screen, enter the name Hipmob and the website URL https://manage.hipmob.com/, as shown in Figure 7 below.
Once the application has been created, take note of the key and secret values as shown in Figure 8 below. Then click the Your Access Token button.
This will show the API access token and token secret as shown in Figure 9 below. Save these values as well.
Completing the Configuration
Go back to the Hipmob Desk.com configuration screen and copy the necessary settings into place: you'll need your Desk.com subdomain, the API key and secret (from figure 8 above) and the API token and token secret (from figure 9 above).
Click Save to update your settings. You're all set!
The Desk.com button will turn green if the connection was successfully set up and you enabled automatic Desk.com submission. If the connection was successfully set up but you didn't enable automatic submission then it will turn blue.
Creating Desk.com Tickets
Once you're in a chat you can type the command #desk at any time to create a Desk.com case. This will create a case in Desk.com with the collected information from the chat, including the transcript. A link will be automatically returned that will let you open the newly created Desk.com case and add any additional information.
And you're done. If you enabled automatic submission then at the end of every conversation a Desk.com ticket will be automatically created (if you did not manually create one with the #desk command): the ticket will be automatically retained, and any future conversations will update that ticket.
Synchronizing Desk.com Interactions with Hipmob
Using Desk's business rules and custom actions you can synchronize your Desk.com interactions with Hipmob: this will let you forward any outbound messages sent using the Desk.com web interface or mobile app directly to Hipmob (for tickets created from a Hipmob chat). If you have push notifications setup in Hipmob this will also send a push notification to the customer's device. To set this up, visit your Desk.com admin interface and select the Apps settings screen.
Scroll down and find the Custom Action option, and add a new Custom Action. Accept the license agreement (if need be) then install the new custom action.
Once at the Custom Action screen set the name to Hipmob, the Authentication method to None, and copy the URL from the bottom of Figure 11 above. Set the action to be Active and then hit Create.
Once saved, click the Add Action button to add the first of 2 actions.
The first action will notify Hipmob when a case is closed: configure it as shown in Figure 19 below, then click Save.
The second action will notify Hipmob when a case is updated with an outbound interaction that should be sent to the customer: configure it as shown in Figure 10 below, and then click Save.
Once the actions are configured, select the Cases screen from the top menu, then select Rules in the sidebar as shown in Figure 21 below.
Select the Outbound Interaction option in the sidebar, then click Add Rule. Name it Hipmob Case Update, then activate it for all interaction types as shown in Figure 22 below. Click the Create button.
Once the rule is saved, the Edit window will open up. Configure it as shown below: this will trigger the Case Updated action as shown in Figure 23.
Select the Case Closed option in the sidebar, then click Add Rule. Name it Hipmob Case Closed, then click the Create button.
Once the rule is saved, the Edit window will open up. Configure it as shown below: this will trigger the Case Closed action as shown in Figure 25.
The configuration is now complete: the actions will notify Hipmob as needed.