Integrate Zendesk Chat with LeadSquared

1. Feature Overview

This connector captures leads in real-time from your Zendesk Chat account to LeadSquared. Once the leads are synced, you can leverage LeadSquared’s CRM features to nurture and convert your leads. Before you get started, you must install and configure the Universal Lead Capture Connector.

 

2. Prerequisites

  • You must be the Administrator of your LeadSquared account.
  • You must have an active Zendesk and Zendesk Chat account.
  • The Universal Lead Capture connector is a paid feature. To enable it on your account, please reach out to your account manager, or write to support@leadsquared.com.

 

3. How it Works

To push lead data from your Zendesk Chat account to your LeadSquared account, configure and enable the Zendesk Chat connector instance. Once you set it up, a webhook URL is generated.

Copy this webhook URL, navigate to your Zendesk Chat account and configure this URL.  Then, add a Zendesk chat trigger, and pass the sample payload listed below. Post that, enable automatic ticket creation, and configure the Zendesk pre-chat form. Once all these steps are completed, the lead capture process is initiated.

  1. Install the Universal Lead Capture connector.
  2. Configure Zendesk Chat as the data source.
    1. Provide basic account details.
    2. Map the Zendesk Chat fields to the corresponding LeadSquared lead fields.
    3. Copy the LeadSquared webhook URL, and configure it in your Zendesk Chat account.
    4. Enable the lead sync process.
  3. Set up the webhook in your Zendesk Chat account, and enable other settings which will begin the lead capture process.
  4. View logs of all the sync jobs that have taken place.
  5. Post installation, you can also perform the following actions –
    • Edit Configurations
    • View Logs
    • Remove Configurations

 

4. Installation

Once the Universal Lead Capture connector is installed, install and configure the Zendesk Chat connector.

  1. On your LeadSquared account, navigate to Apps>Universal Lead Capture.
  2. You’ll find the Zendesk Chat connector on this page. Against the connector, click Configure.

Integrate LeadSquared with Zendesk Chat

 

5. Configuration

After installation, on the Lead Capture page, configure the connector settings in order to push data from your Zendesk Chat.

5.1 Basic Details

Enter the following details –

Integrate LeadSquared with Zendesk Chat

PropertyDescription
Lead SourceEnter the lead source through which the leads were captured (e.g., Zendesk Chat, email campaign, etc.). This detail will be displayed on the Lead Details page, under Lead Source.
Default Country CodeIf the lead’s mobile number is captured without a country code, then the default country code that’s selected from the dropdown will be added to the lead’s mobile number.
Select Time ZoneThe time zone of your Zendesk Chat account.
Lead Capture Search By CriteriaTo avoid duplicate leads, you must select one unique lead field (e.g., email Id, mobile number, PAN number, etc.) as the search key. This will be used to identify the leads pushed from Zendesk Chat.

To know how to mark a LeadSquared lead field as unique, please refer to How to Make a Custom Field Unique.

Select User to Notify on FailureIf there is an error in fetching leads, the selected user will receive a failure message via email. You can select a user from the list of all the users available in your LeadSquared account.

To know more about the type of errors, please refer to Error Notifications.

Once you’re done entering all the details, click Save & Next.

 

5.2 Mapping

On the Mapping screen, the Zendesk Chat system fields mapped to the corresponding LeadSquared lead fields are visible. This mapping is carried out by default. If required, you can change or update the default field mapping.

  • To provide a default value for any field, click  , enter the value under Default Value, and click Google.
    • If the data provider doesn’t send data for any lead field, then the default value will get assigned to that specific field. But if the field already has an existing value, then the default value will be ignored.
  • To disable lead data capture for any field, disable the Zoom slider.
  • You can also mark and update a unique lead field as the search key from this screen, by clicking unique icon.
  • To create a custom Zendesk Chat field, click the Add Custom button.
    1. Once this field is created, you must map it to the relevant LeadSquared lead field.
    2. After the field is mapped, to save the custom field, click Google.
    3. To delete a custom field, click .

Once you’re done mapping, click Save & Next.

Integrate LeadSquared with Zendesk Chat

 

5.3 Generate the Webhook URL

After you provide basic details and finish field mapping, a custom webhook URL is generated. To automate lead capture, copy this URL and configure it in your Zendesk Chat account. To know more, refer to…

After you’ve configured the URL, click More Actions, and enable the sync job. This ensures the data will be pushed to LeadSquared using the webhook configured in Zendesk Chat.

Integrate LeadSquared with Zendesk Chat

Note:

  • The API must be configured in Zendesk Chat using the POST method.
  • From the More Actions dropdown, click View Logs to view the logs of all sync jobs that have taken place.

To configure the webhook URL, and enable other settings required to push leads from your Zendesk Chat account to LeadSquared, refer to the Setup Instructions

Integrate LeadSquared with Zendesk Chat

 

6. Setup in Zendesk Chat

Once the webhook URL is generated in LeadSquared, set it up in your Zendesk Chat account.

6.1 Create a Webhook

Paste the webhook URL under Endpoint URL. Create the webhook with the following details –

  • Name the webhook as ‘LeadSquared’.
  • Set the Request method to POST.
  • Set the Request format to JSON.

To know more, refer to Creating a webhook in Zendesk.

Integrate LeadSquared with Zendesk Chat

 

6.2 Add Triggers

Once you create the webhook, create a trigger that meets ALL the following conditions –

  1. Status is set to Open.
  2. Channel is set to Chat.
  3. Under Actions, select Notify Active webhook.
  4. Then, select the LeadSquared webhook created in the previous section, and pass the following sample payload –

{
"title":"{{ticket.title}}",
"comment":"{{ticket.comments_formatted}}",
"ticket_id":"{{ticket.id}}",
"account":"{{ticket.account}}",
"url":"{{ticket.url}}",
"assignee_email":"{{ticket.assignee.email}}",
"assignee_full_name":"{{ticket.assignee.name}}",
"assignee_first_name":"{{ticket.assignee.first_name}}",
"requester_full_name":"{{ticket.requester.name}}",
"requester_first_name":"{{ticket.requester.first_name}}",
"requester_last_name":"{{ticket.requester.last_name}}",
"requester_email":"{{ticket.requester.email}}",
"requester_language":"{{ticket.requester.language}}",
"requester_phone":"{{ticket.requester.phone}}",
"requester_details":"{{ticket.requester.details}}"
}

To know more, refer to Creating triggers for automatic ticket updates and notifications.

Integrate LeadSquared with Zendesk Chat

 

6.3 Enable Automatic Ticket Creation

After a trigger is added, enable automatic ticket creation. To do this –

  1. Navigate to Settings>Account>Zendesk Support>Ticket Creation – chats.
  2. Set Automatic ticket creation to Automatic.
  3. Set Transcript Visibility to Public.
  4. Once you’re done, click Save Changes.

Integrate LeadSquared with Zendesk Chat

 

6.4 Pre-chat Form

Lastly, you must enable the Pre-chat form in Zendesk. When setting up the form, enable Require phone number. This will ensure that visitor’s phone numbers are captured. To know more, refer to Enabling the pre-chat form on the Chat widget.

Integrate LeadSquared with Zendesk Chat

 

7. View Logs

Here, you can view logs of all the sync jobs that have taken place. View new leads, updated leads, lead capture errors, and total lead capture events. You can also view the lead sync response and lead capture job status.

  1. Navigate to Apps>Universal Lead Capture.
  2. Against the Zendesk Chat connector, click Options, and then click View Logs.
    • Alternatively, on the Lead Capture configurations page, from the More Actions dropdown, you can View Logs.
  3. You can filter the logs by selecting a date range, and by selecting a Job Status (“All”, “Success” and “Failure”).
    • The maximum date range you can select is the last 60 days.
  4. You can view the sync status of the leads captured across the following tiles –
    • New Leads – List of all the new leads that have been pushed to LeadSquared during the selected date range.
    • Updated Leads – A list of all the –
      • Duplicate leads that were created with the same Search by Criteria value (e.g., with the same Email Id, Mobile Number, etc.).
      • Leads that previously contained errors, which were fixed and synced successfully.
    • Errors – The list of leads that have not been captured due to mapping errors (e.g., when a boolean field is mapped to an integer field, etc.).
    • Total Events – A list of all the lead capture events that have taken place.
  5. To view the Sync Response details, under Sync API Response, click the response.
    • Here, you can view the response status, the API URL, the request and the response.
    • The responses that are successful will contain the details of the leads that have been pushed by Zendesk Chat.
    • You can also view the lead capture response under Created, Updated and Errors, by clicking Information.
Note: For a response that contains an error, the reason for the error is listed in the response. Once you fix it, you can click the Retry button to perform the sync again.

Integrate LeadSquared with Zendesk Chat

 

8. Other Actions

You can edit or delete the Zendesk Chat connector instance that you created. To do this –

  1. Navigate to Apps>Universal Lead Capture.
  2. Against the Zendesk Chat connector, click Options.
  3. From the list of options, you can perform the following actions –
    • Edit Configurations
    • View Logs
    • Remove Configurations

Integrate LeadSquared with Zendesk Chat

 

9. View Reports

You can view the total number of leads that have been pushed by Zendesk Chat, by referring to the Lead Source report. To know more, please refer to How to track the source of your Leads using Lead Source Report?

Integrate LeadSquared with Zendesk Chat

 

Any Questions?

Did you find this article helpful? Please let us know any feedback you may have in the comments section below. We’d love to hear from you and help you out!

Was this Helpful?

Subscribe
Notify of
guest
0 Comments
Inline Feedbacks
View all comments