Before You Begin
At the core of Stella Connect is the ability to forge connections between your team and your customers. To ensure that Stella Connect is in the best position to help you do so, please keep the following in mind:
We assume that all customer interactions are handled via Desk.com. If that is not the case, please talk to the Stella Connect Implementation team before starting the integration process
A Connect request can only be sent if:
An email address is associated with the customer’s record.
The team member has an approved Stella Connect profile.
A member of your team is assigned to the case when it is Solved.
This can be handled manually by your team as tickets are created and Solved. You can also configure Desk.com to assign ticket ownership automatically:
Step One: Retrieve Your Test Credentials
Testing the Desk.com integration begins with your company designating a test email address that will be used for testing the 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 Two: Configure Your Desk.com Account for Testing
Create a Custom Action
Navigate to the Desk.com Admin -> Apps -> Custom Action -> Install -> Install Custom Action.
JSON to POST: copy and paste the highlighted text into the text box
{"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}}"]}
Multiple Brands
If your Stella Connect account is set up with multiple brands, you'll need to use the following payload to include the brand for which that interaction took place:
{"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 your Stella Connect account is set up with multiple languages, you'll need to use the following payload to include the language that interaction took place in:
{"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}}"]}
Establish A Business Rule to Automate Stella Connect Requests
Once a Custom Action has been created, you will then need to add it to a Business Rule (or set of Business Rules) within your Desk.com account.
To establish a new Business Rule to send Stella Connect Requests to a customer once a case is resolved:
Navigate to Business Rules for Resolved cases at Admin -> Cases -> Rules -> Case Resolved.
Optional Customization: Allow team members to Manually “Suppress” a Connect Request
Although we recommend that all resolved cases 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 establishing exclusion rules within your company’s Desk.com account.
First, create a custom field to allow suppressions of Stella Connect requests in specific circumstances.
Navigate to Desk.com Admin -> Cases -> Cases (in the left bar) -> Custom Fields.
If you are using the Classic Agent view, this field will show up automatically on your case layout.
If you or any of your team members use the Desk.com Next Gen Agent view, you will have to add this field to your case layout if you’d like your team members to be able to manually suppress a Stella Connect request. To add the field to your layout:
Navigate to Desk.com Admin -> Cases -> Cases -> Next Gen Case Layouts.
If you use the System Default Layout, click Add Case Layout to create a custom one. (If you are already using a custom case layout, you can click Edit on that case view to add this field).
Give this layout a name.
Under the Custom Fields section on the right side, you will see the newly create Do not send Stella email field. Drag this into the case view to the appropriate spot.
Click Add to save this layout.
Optional Customization: Configure Automated Exceptions
Although we recommend that all resolved cases 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 establishing specifying rules in which you would use the “Do Not Send” flag.
First, create rules that trigger the “Do Not Send” exception.
Next, to make sure that the system will check your desired business rules before sending a Stella Connect request, toggle the rule “on”, and ensure that the “Exception” trigger that you created is ordered above the “Send” Stella Connect Request triggers within your Rule list.
Remember, these exceptions are different than limiting how many emails a single customer gets within a specified time period. That “suppression period” can be set on the “Experience” page within the Stella Connect Admin site.
Step Three: Test and Monitor Results
During the testing period, Stella Connect requests will be sent to the API test email account that you specified during set-up, allowing you to monitor activity and identify any potential issues using both the Desk.com log and Stella Connect API status pages.
Your team members will continue to send Connect requests to customers manually while you test.
Step Four: Go Live
Activate Your Production Credentials
Navigate back to the settings page for Stella Connect (Desk.com Admin -> Apps -> Stella Connect -> Settings) and insert t he Production key in the “New Password” field, then click “Update.”
In Connect (https://domain.stellaconnect.net/admin/company/api) switch Integrated Channel to “On”
