Before You Begin
We assume that all customer interactions are handled via Gladly. If that is not the case, please talk to the Stella Connect team before starting the integration process.
Connect requests can only be sent if:
The team member has an approved Stella Connect profile.
An email address is associated with the customer’s record
A member of your team is assigned to the case when it is Closed.
Step 1: Retrieve your Stella Connect Test Credentials
Testing the Gladly integration begins with your company designating a test email address that will be used for testing the Stella Connect integration. All surveys will be delivered to this address while using the test key.
Once you enter the API test email address in the Integrations section of the settings page, your credentials will appear.
Retrieve your test credentials on the Integrations page.
Testing ends when the survey is delivered. You can step through the consumer experience selecting stars, commenting, etc. There is no response collection while using the test keys.
Step 2: Create an API Token
Navigate to: Integrations → API Token → Add Token
Send this token along with your Gladly URL, and email to your Stella Connect Contact.
Step 3: Create a Webhook
Navigate to: Integrations → Webhook→ Create Webhook
Name: Send Stella Survey
Webhook URL: https://api.stellaconnect.net/v1/webhooks/gladly
Events: Conversation/Close
Username: connect
Password: Stella Test API Key
Realm: Leave Blank
Step 4: Create a Do Not Send Topic
Navigate to: Topic→ Add Topic
Enter: do_not_send_stella and Save
Although we recommend that all interactions receive a Stella Connect request, there may be some instances in which you do not want to send one. You can manage this process by adding the do_not_send_stella topic on the conversation.
NOTE: You do not have to add the topic in order to limit the number of Connect requests that a customer receives within a specified time period. That “suppression period” can be set on the “Experience” page within the Stella Connect Admin.
Step 5: Moving to Production
Navigate to: Integrations → Webhook→Send Stella Survey edit
Replace Password with Production API Key from: https://domain.stellaconnect.net/admin/company/api
Select Save Webhook
In Connect (https://domain.stellaconnect.net/admin/company/api) switch Integrated Channel to “On”. This example shows all channels will be integrated. This will remove the manual send box from the stream.
