Before You Begin
We assume that all customer interactions are handled via Freshsales. 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 lead and/or deal.
Step One: Retrieve Stella Connect Freshsales Test Credentials
Testing the Freshsales integration begins with your company designating a test email address that will be used for testing the Freshsales 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 Two: Configure the Stella Connect Freshsales Triggers
Create a Workflow and exclude the channels that you do not want to integrate.
Please inform your client service manager of the Freshsales Sources/Channels you will be using. As Freshsales passes names differently e.g. Email (not email) they will go ahead and set them up in Stella Connect for you.
Leads Channel - Field Setup
Navigate to Freshsales:
Admin -> CRM Customization -> Leads Module -> Add Field
Field label: Do Not Send Connect Survey
Field type: Checkbox
Check: Show this field in quick add
Save
Leads Channel - Integration Setup
Admin -> Automations -> Workflow -> Create Workflow
Webhooks Settings
Request type: POST
Callback URL: https://api.stellaconnect.net/v1/auth
Checkbox: Required authentication
Username: connect
Password: YOUR API KEY HERE
Encoding: JSON
Content type: Advanced
Content:
{ "employee": { "email": "#{{lead.owner.email}}" }, "channel": "#{{lead.source.name}}", "customer": { "name": "#{{lead.first_name}}", "email": "#{{lead.email}}"}, "ext_interaction_id": "#{{lead.id}}", "do_not_send": "#{{lead.cf_do_not_send_connect_survey}}", "tags": [ "#{{lead.deal.deal_product.name}}", "#{{lead.territory.name}}"]}
Save & Save
Deals Channel - Field Setup
Navigate to Freshsales:
Admin -> CRM Customization -> Deals Module -> Add Field
Field label: Do Not Send Connect Survey
Field type: Checkbox
Check: Show this field in quick add
Save
Field label: Deal Contact Name
Field type: Text field
Check: Required
Save
Field label: Deal Contact Email
Field type: Text field
Check: Required
Save
Deals Channel - Integration Setup
Admin -> Automations -> Workflow -> Create Workflow
Webhook Settings:
Request type: POST
Callback URL: https://api.stellaconnect.net/v1/auth
Checkbox: Required authentication
Username: connect
Password: YOUR API KEY HERE
Encoding: JSON
Content type: Advanced
Content:
{ "employee": { "email": "#{{deal.owner.email}}" }, "channel": "#{{deal.source.name}}", "customer": { "name": "#{{deal.cf_deal_contact_name}}", "email": "#{{deal.cf_deal_contact_email}}"}, "ext_interaction_id": "#{{deal.id}}", "do_not_send": "#{{deal.cf_do_not_send_connect_survey}}", "tags": ["#{{deal.deal_type.name}}", "#{{deal.deal_product.name}}", "#{{deal.territory.name}}"]}
Save & Save
Optional Customization
Do Not Send
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 establish a custom exclusion rule within your company’s Freshsales account.
NOTE: You do not have to establish an exclusion rule 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.
Admin -> Automations -> Workflow -> Create Workflow
Scenario Name: “Do not send Stella Connect request” (or another name that you will remember).
Execute: Whenever the record is created/updated + Recurrently =
Set your Conditions logic
Specify the conditions that must be met for Freshsales to exclude a ticket from receiving a Stella Connect request.
Set your Actions logic
Update lead + Do Not Send Connect Survey + Fixed Value + Yes
Ensure that the “Exception” rule created is ordered above the “Send” Stella Connect Request rule in your rule list.
This is an example of selecting the Do not send Stella Connect Request checkbox when a certain Category is used on a ticket.
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 in.
You will be required to create a custom dropdown/or the pipeline field in Freshsales and add that to the payload marked "#{{YOUR_CUSTOM_FIELD_ID_HERE}}".
Leads
{ "employee": { "email": "#{{lead.owner.email}}" }, "channel": "#{{lead.source.name}}", "customer": { "name": "#{{lead.first_name}}", "email": "#{{lead.email}}"},"brand": "#{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "#{{lead.id}}", "do_not_send": "#{{lead.cf_do_not_send_connect_survey}}", "tags": [ "#{{lead.deal.deal_product.name}}", "#{{lead.territory.name}}"]}Deals
{ "employee": { "email": "#{{deal.owner.email}}" }, "channel": "#{{deal.source.name}}", "customer": { "name": "#{{deal.cf_deal_contact_name}}", "email": "#{{deal.cf_deal_contact_email}}"}, "brand": "#{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "#{{deal.id}}", "do_not_send": "#{{deal.cf_do_not_send_connect_survey}}", "tags": ["#{{deal.deal_type.name}}", "#{{deal.deal_product.name}}", "#{{deal.territory.name}}"]}Multiple Languages
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.
You will be required to create a custom dropdown field in Freshsales and add that to the payload marked ""#{{YOUR_CUSTOM_FIELD_ID_HERE}}".
Leads
{ "employee": { "email": "#{{lead.owner.email}}" }, "channel": "#{{lead.source.name}}", "customer": { "name": "#{{lead.first_name}}", "email": "#{{lead.email}}"}, "language": "#{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "#{{lead.id}}", "do_not_send": "#{{lead.cf_do_not_send_connect_survey}}", "tags": [ "#{{lead.deal.deal_product.name}}", "#{{lead.territory.name}}"]}Deals
{ "employee": { "email": "#{{deal.owner.email}}" }, "channel": "#{{deal.source.name}}", "customer": { "name": "#{{deal.cf_deal_contact_name}}", "email": "#{{deal.cf_deal_contact_email}}"}, "language": "#{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "#{{deal.id}}", "do_not_send": "#{{deal.cf_do_not_send_connect_survey}}", "tags": ["#{{deal.deal_type.name}}", "#{{deal.deal_product.name}}", "#{{deal.territory.name}}"]}Step four: Moving to Production
