Before You Begin
We assume that all customer interactions are handled via Gorgias. 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 Gorgias integration begins with your company designating a test email address that will be used for testing the Gladly 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 a Gorgias API Token
Navigate to: Settings→ Rest API → Create API Token
Copy & send this token along with the Base API URL and Username to your Stella Connect Contact.
Step 3: Create a Webhook
Navigate to:Settings →Integrations→ HTTP→ Add HTTP Integration
Name: Send Stella Survey
Triggers: Ticket Update
HTTP Method: Post
Request content type: application/json
Response content type: application/json
Header key: x-api-key
Header value: : Stella Test API Key
Request JSON Body:
{
"channel": "{{ticket.channel}}",
"meta": "{{ticket.meta}}",
"ext_interaction_id": "{{ticket.id}}",
"customer_custom_id": "{{ticket.customer.id}}",
"employee_email": "{{ticket.assignee_user.email}}",
"customer_name": "{{ticket.customer.name}}",
"snooze_datetime": "{{ticket.snooze_datetime}}",
"status": "{{ticket.status}}",
"language": "{{ticket.language}}",
"tags": "{{ticket.tags}}",
"customer_email": "{{ticket.customer.email}}"
}
Step 4: Create Tags
Navigate to:Settings→ Tags→ Create Tag
Enter: stellaconnect-do-not-send
Then 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 stellaconnect-do-not-send tag on the conversation.
NOTE: You do not have to add the tag 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: Settings →Integrations→ HTTP→ Send Stella Survey
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.