Integrate Zendesk Chat with LeadSquared

1. Feature Overview

This connector captures leads and activities (such as chat data, etc.) in real-time from your Zendesk Chat account to LeadSquared. Once the leads and activities 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.

Integrate LeadSquared with Zendesk Chat

 

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 and activity 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 and configure it in your Zendesk Chat account.  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 and activity capture process is initiated.

For e.g., when an End User initiates a chat conversation in your Zendesk Chat account, this user is captured as a lead in LeadSquared based on the Lead Capture Search by Criteria you setup (e.g., Email, Phone Number, etc.). When tickets are added to this user in your Zendesk Chat account, you can configure multiple activities to be created against the corresponding lead in LeadSquared (based on the Ticket Id).

 

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 account.

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.

Enable NotificationEnable the Checkbox checkbox to ensure notification emails are sent to the selected user when there’s a failed query.

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

 

5.2 Entity Options

Through the Zendesk Chat connector instance, you can create leads and activities in your LeadSquared account. Define the sync behavior of the connector when leads and activities are captured.

Integrate LeadSquared with Zendesk Chat

Lead/Contact Entity

Based on the Lead Capture Search By criteria (email Id, phone number, etc.), LeadSquared identifies and captures leads from your Zendesk Chat account. Lead capture is enabled by default, and it cannot be disabled.  The following options are available to configure the connector’s Sync Behaviour

  • Capture (Create and Update existing) Record – Leads that only exist in your Zendesk Chat account (but not in your LeadSquared account) will get created in LeadSquared. Leads that exist in both your Zendesk Chat account and LeadSquared accounts will get updated.
  • Create only new record – Leads that only exist in your Zendesk Chat account (but not in your LeadSquared account) will get created in LeadSquared.
  • Update only existing record – Leads that exist in both your Zendesk Chat account and LeadSquared accounts will get updated in LeadSquared.
  • Do Nothing – When this option is selected, no action will be performed when a lead is created or updated in your Zendesk Chat account.
Note: A lead is classified as a new lead or an existing lead based on the Lead Capture Search By Criteria you’ve selected in the previous section.

Integrate LeadSquared with Zendesk Chat

Activity Entity

Once leads are captured to LeadSquared, you can post custom activities to these leads (e.g., Ticket Creation, Chat Transcript, etc.). These activities will help users keep track of the lead’s journey to conversion.

To post activities to the leads captured from Zendesk Chat, against Activity Entity, enable the Slider slider. The following options are available to configure the connector’s Sync Behaviour when activities are synced to LeadSquared –

  • Capture (Create and Update existing) Record – New activities will get posted to the lead in LeadSquared, while existing activities will get updated.
  • Create only new record – Only new activities will get posted to leads in LeadSquared.
  • Update only existing record – Only existing activities on the leads captured will get updated in LeadSquared.

By default, your chat data is mapped to the Zendesk Chat activity. If you want to map this data to a different activity type, reach out to your account manager, or write to support@leadsquared.com.

Note: An activity is classified as a new activity or an existing activity based on the Lead Capture Search By Criteria you’ve selected in the previous section.

Integrate LeadSquared with Zendesk Chat

Once you’re done, click Save & Next.

 

5.3 Mapping

On the Mapping screen, the Zendesk Chat system fields mapped to the corresponding LeadSquared lead/activity 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/activity 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

 

5.4 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 Creating webhooks in Admin Center.

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 Events (New Leads and Activities), Updated Events (Updated Leads and Activities), and Errors (when capturing leads and activities).

  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 (Today, Last 7 Days, This Month, and Last Month), by selecting the Job Status (“All”, “Success” and “Failure”), and by selecting the Sync Status (All, Error, and Success).
  4. You can view the sync status of the following events –
    • New Events – List of all the new leads and activities that have been created in LeadSquared during the selected date range.
    • Updated Events – 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.).
      • Duplicate activities (such as Ticket Creation, etc.) posted on the same lead, using the same Search by Criteria value (e.g., with the same Email Id using the same Ticket Creation Id, etc.).
      • Leads and activities that previously contained errors, which were fixed and synced successfully.
    • Errors – The list of leads and activities that have not been captured due to mapping errors (e.g., when a boolean field is mapped to an integer field, etc.).
  5. To view the Sync Response details, under Request ID/Sync Job ID, click the Id.
    • Under the right panel, 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.
    • To view the lead capture response under Sync API Response, Leads Updated and Errors in Leads, click 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.
  • The current Lead/Activity Sync Behaviour will reflect in the Logs screen. This will help identify the sync that’s used (Capture or Update) for the selected Request/Sync Job Id.

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?

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