Wednesday, January 16, 2013

HappyFox Integration with P3chat - Step By Step

HappyFox is a customer support and ticket management software that can now be linked to P3chat account through new Integrations section in P3chat Dashboard. All chat transcripts and offline messages will appear as tickets in HappyFox after configuring. The newly created ticket have status, priority and can be assigned to executors. It gives you a great possibility to follow all users problems and solve them on time.


STEP 1: Get HappyFox Account details:

Login to your HappyFox staff interface and go to Manage > Integrations. Сlick on the configure link next to API.
Fig. 1 - HappyFox - Integrations page.

Under API Keys section, check on Active for P3chat, and hover over it to click on see auth code link.
Fig. 2 - HappyFox - "see auth code".

In the API Key Details window that pops up, copy the following data:
  • API Key
  • Auth Code
  • Your HappyFox domain name (somedomainname.happyfox.com)  
Fig. 3 - HappyFox - API Key Details.


STEP 2: Enter HappyFox Account details in P3chat Dashboard:

 Sign in to P3chat.com and go to Integrations > HappyFox section. Fill in the form fields with the account data that you copied. Click the Check button to verify the data. Once the data has been verified, the Category and Priority fields will be populated with the data from your HappyFox account. When you are done, click the Save button.
Fig. 4 - P3chat - Integrations HappyFox

Now that the basic configuration is complete, let's see how it works together!


 STEP 3: Creating your first HappyFox ticket from P3chat widget:

Once your HappyFox account is integrated with P3chat, your visitors will see the Pre-Form with Name and Email fields, which are required: chat will start only after visitor enters all data. This requirement comes from your HappyFox account, where user email is mandatory for creating a new ticket.
Fig. 5 - P3chat - Pre-Form precedes Chat Window.

Once the chat conversation is over, a ticket containing the full chat transcript is automatically created in your HappyFox account. Note: Tickets can be created from Offline Messages too, if configured.

Now, to check the ticket, go to P3chat Message History, and open the last conversation, where the link to the HappyFox ticket is shown.
Fig. 7 - P3chat - History and link to HappyFox ticket.


Clicking on the link, brings you to the ticket details page on your HappyFox account. From now on, you can take advantage of HappyFox's power to track, modify, analyse and solve tickets!
Fig. 8 - HappyFox - Newly created ticket.

STEP 4: Advanced Settings:

You may ask yourself a question: Does it mean that all my visitors must now provide email/name before chat? Won't it alienate some of them and affect my sales badly?

Surely not. We came to understanding that not all visitors are from the same category. In fact, we
see two clearly distinctive groups — 1) new or returning visitors who are not (yet) your loyal customers and 2) the ones who are customers already.

The second group is the one which usually seeks for support. Them you can safely ask for name/email (they probably shared it with you already). For this group you create tickets.

The first group is more delicate and probably not that apt to share email. More suitable tool for them is a direct talk with sales expert. In P3chat, we have, for example, Rules for that purpose.

We address different groups of users with P3chat Departments. One can now select which Department has HappyFox tickets ON. Only selected Departments will require user email/name with Pre-Form.
Fig.9 - P3chat - HappyFox integration, Advanced settings.

Thanks for your attention and happy usage of P3chat-HappyFox integration :) As usually, we'd be glad to hear back form you.

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