Before you begin

Before you begin the integration, ensure that you have entered a test email address in Agent Connect and have collected your test and production API credentials. For more information, see Integrations.

Creating a custom action

Create a Desk action to send Agent Connect survey requests.

1. In Desk Admin, open Apps > Custom Action > Install, and then click Install Custom Action.
2. Enter information for the following fields, and then click Create:
   • Name — Agent Connect
   • Authentication Method — Basic Auth
   • URL — https://api.stellaconnect.net/v1/auth
   • User name — stellaconnect
   • Password — Your Agent Connect Test API Key
3. Enter information for the following fields, and then click Add Action:
   • Name — Send Stella Connect Request to Customer
   • Action Type — Post a JSON string to a URL
   • Appended URL path — Leave this field empty
   • JSON to POST — Enter the following code:

     {"employee": {"email": "{{case.user.email}}"}, "channel": "{{case.channel}}", "customer": { "name": "{{case.customer.name}}", "email": "{{case.customer.email}}"}, "ext_interaction_id": "{{case.id}}", "do_not_send": "{{case.custom_do_not_send_connect_request}}", "external_url": "https://{{site.subdomain}}.desk.com/agent/case/{{case.id}}", "tags": ["{{case.labels}}"]}

4. Optionally, make revisions to the JSON payloads listed above to account for advanced configurations used by your company.
   • If you use multiple brands in Agent Connect, modify the JSON payload to indicate the brand for each interaction, as shown in the following JSON example:

     {"employee": {"email": "{{case.user.email}}"}, "channel": "{{case.channel}}", "brand": "{{case.brand.name}}", "customer": { "name": "{{case.customer.name}}", "email":"{{case.customer.email}}"}, "ext_interaction_id": "{{case.id}}", "do_not_send": "{{case.custom_do_not_send_connect_request}}", "external_url": "https://{{site.subdomain}}.desk.com/agent/case/{{case.id}}", "tags": ["{{case.labels}}"]}

   • If you use multiple languages in Agent Connect, modify the JSON payload to indicate the language code for each interaction, as shown in the following JSON example.

     {"employee": {"email": "{{case.user.email}}"}, "channel": "{{case.channel}}", "language": "{{case.language}}", "customer": { "name": "{{case.customer.name}}", "email": "{{case.customer.email}}"}, "ext_interaction_id": {{case.id}}", "do_not_send": "{{case.custom_do_not_send_connect_request}}", "external_url": "https://{{site.subdomain}}.desk.com/agent/case/{{case.id}}", "tags": ["{{case.labels}}"]}

Creating a business rule

Create a Desk business rule to automate the process of sending Agent Connect survey requests when cases are solved.

1. In Desk Admin, open Cases > Rules > Case Resolved, and then click Add Rule.
2. Name the rule Send Agent Connect Request to Customer.
3. Specify the following All conditions:
   • Case Assigned Agent - Is not - Unassigned
   • Customer Email Address - Contains - @
4. Specify the following Any conditions:
   • Case Channel - Is - Email
   • Case Channel - Is - Phone Call
   • Case Channel - Is - Chat
5. Add a rule action with the following criteria:

   Trigger and App Action - Send Agent Connect Request to Customer

6. Click Create.

   

Creating a Do Not Send Agent Connect Survey field

Although Medallia recommends that all resolved cases receive a Agent Connect request, there might be some occasions when a survey should not be sent. Complete the following procedure to create a field that allows agents to prevent a survey request from being sent after a case is solved, and add that field to layouts.

1. In Desk Admin, open Cases > Cases > Custom Fields, and then click Add Field.
2. Enter the following information, and then click Add:
   • Name — Do Not Send Agent Connect Request
   • Key — do_not_send_agent_connect_request
   • Data Type — True/False
3. In Desk Admin, open Cases > Cases > Next Gen Case Layouts.
4. Add the new Do Not Send Agent Connect Request field to any existing and new layouts used by your agents.

You can also configure rules that suppress Agent Connect survey requests automatically based on specific criteria needed by your team. Do do so, first create the Do Not Send exception rule. For example:

Next, to ensure that Desk checks your business rules before sending a survey request, toggle the rule on, and make sure that the exception trigger is ordered above the Send Agent Connect Request to Customer trigger in your rule list.

Remember that these automated exceptions are different than the limit on how many emails a single customer can receive within a specified time period. Set that suppression period on the Company Info screen in Agent Connect.

Testing the integration

Testing provides an opportunity to confirm that your configurations are behaving as expected. The test period should be long enough to experience all types of use cases and variations of the triggers you configured. Work with your Agent Connect Client Success Manager to fully test your integration, and to resolve any issues.

When testing, Agent Connect does not collect responses. Agents can send requests manually during testing.

Moving the integration to production

When your testing is complete, and everything is working as expected, move your integration to production.

1. In Desk Admin, open Apps > Agent Connect > Settings.
2. In the New Password field, enter your Agent Connect Production API Key, and then click Update.
3. In Agent Connect, open the Integrations setup screen.
4. For each channel you integrated, switch that field to On, and then click Update.