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.

2. Prerequisites

• You must be the Administrator of your LeadSquared account.
• You must have an active Zendesk and Zendesk Chat account.
• This is a paid feature. To enable it, 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

You must first install and configure the Zendesk Chat connector.

1. Navigate to Apps>Apps Marketplace.
2. Search for Zendesk Chat, and click Install.
   • Alternatively, you can find the connector on the left panel, under Chat.
3. Once installed, hover your cursor over , and click Configure.

4.1 Configure the connector

Once you’ve installed the connector, on the Configure Zendesk Chat pop-up, configure the connector access for the non-Admin users in your account. Only those users for whom access is granted can view and access the connector (under the Apps main menu).

1. Select if you want to grant Connector Access that’s Based on Role or Advanced (User Level).
   • Based on Role – From the Specify Roles dropdown, select the LeadSquared user roles that can use the connector.
   • Advanced (User Level) – From the Advanced (User Level) dropdown, select a user boolean field. Based on the value entered in the selected boolean field, the user can access the connector (e.g., for the user Sam, if the “Is Employee” boolean user field contains the value “Yes”, then this user can access the connector).
2. Once you’re done, click Save Details. To continue the configuration, refer to the below sections.

5. Admin Configuration

To continue the connector configuration, navigate to Apps>Zendesk Chat.

5.1 Basic Settings

Enter the following details –

Property	Description
Lead Source	Enter 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 Code	If 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 Zone	The time zone of your Zendesk Chat account.
Lead Capture Search By Criteria	To 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 Failure	If 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 Notification	Enable the  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.

5.2.1 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.

5.2.2 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 .
  • 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  slider.
• You can also mark and update a unique lead field as the search key from this screen, by clicking .
• 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 .
  3. To delete a custom field, click .

5.2.3 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. 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.

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 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.

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 –

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.

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.

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.

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.

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>Zendesk Chat.
2. From the More Actions dropdown, click 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 .

8. Other Actions

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

1. Navigate to Apps>App Marketplace.
2. Search for Zendesk Chat.
3. Alongside the Zendesk Chat connector, hover your cursor over .
4. From the list of options, you can perform the following actions –
   • Edit Configuration
   • Disable Configuration
   • Remove Configuration

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?

Any Questions?

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