MessageBird for Freshdesk

Step 1:

Install AppCursor Chrome Extension

Step 2:

Authorize Freshdesk & MessageBird

Step 3:

You can view the MessageBird icon within Freshdesk, after successful authentication.

Final Step:

View the documentation below for all the details and features of the extension.

Features

Sync all your MessageBird channels with Freshdesk
Initiate conversations using SMS, WhatsApp or Viber
Receive messages sent to the Instagram, LINE, Telegram, Messenger and any of your MessageBird social media channels inside Freshdesk
Connect with Freshdesk Contacts
Reply to Freshdesk Tickets through MessageBird channels
Maintain the history of messages sent and received within the Ticket
View the history of chats with the contact
Send messages using MessageBird to all the desired contacts at once
Create message templates to instantly send pre-defined messages
Modify message templates based on your requirements
Receive real-time notifications for incoming MessageBird messages
Send messages through MessageBird using Freshdesk workflows
Access the MessageBird Inbox where you can view all the MessageBird conversations held
The Freshdesk admin can permit users to use a shared MessageBird account
Enable users to receive desktop notifications for your incoming MessageBird messages
View the analytics of the usage of the application

Pre-requisites

Must be a Freshdesk user.
Must have a MessageBird account.
In case of WhatsApp, an approved WhatsApp number would be required.
Approved templates are required to initiate WhatsApp conversations.
Enable the required MessageBird Channels.
Must have installed the AppCursor Chrome extension on the browser.

Installation

Install the AppCursor Chrome extension.
Visit the Ulgebra Apps Marketplace for Freshdesk.
Under MessageBird, click on 'Install MessageBird for Freshdesk'.

Install MessageBird for Freshdesk from Ulgebra Apps Marketplace

Sign in to Ulgebra using your Freshdesk email id

Enter your Freshdesk account domain.
Click on your Freshdesk profile.
Select 'Personal settings'.
Copy the Freshdesk API Key.

Paste it under Freshdesk API Key.
Click on 'Authorize Now'.

Enter the MessageBird live access key.
Authorize MessageBird account.

The MessageBird channels have now been synced with Freshdesk.

Applications

Reply to Tickets

Go to any Freshdesk Ticket.
Click on the Ulgebra icon.
Select the MessageBird application.

Access MessageBird within Freshdesk Ticket

Select the MessageBird channel to send the message from.

Select the MessageBird channel to send the message from the Freshdesk Ticket

In case you wish to add more contacts, click on 'Add Recipients'.
Select the country code.
Enter the contact number.
Click on 'Add'.

Add the additional recipients if required to send message from the Ticket

Enter a default country code if required.
Select the application of the default country code.

Enter a default country code and select the application of the same

Insert a template or enter the message.
Send the MessageBird message from the Freshdesk Ticket.

Send message using MessageBird from Freshdesk Ticket

In case of a MessageBird ticket, i.e., a Ticket created due to an incoming message to one of the MessageBird channels, add a public note to reply to the Ticket.
Click on 'Add note'.
Select 'Public'.

Enter the reply to be sent.
Click on Add note to send the reply using the associated MessageBird channel.

Add a public note to send a MessageBird reply

Message History

View the history of MessageBird messages sent and received within the Ticket as notes along with the complete details of each message.

View the history of incoming and outgoing MessageBird messages within Freshdesk Ticket

Contact Customers

Go to any Freshdesk Contact.
Click on the Ulgebra icon.
Access the MessageBird application.

Access MessageBird integration within Freshdesk Contact

Select the MessageBird channel to send the message From.
Click on 'Add Recipients' to add additional contacts.
Enter and add the required contact number.

Add additional contact numbers if required to send the message from Contact

Click on 'Search for contact'.
Enter and search for any existing contact.
Select the particular contact.

Search and add a specific contact if required

Enter the message or insert a template.
Send the MessageBird message to the Freshdesk contact.

Send the MessageBird message to the Freshdesk Contact

Contact Chats

Access the application within Freshdesk Contact or Ticket.
Click on the drop-down beside MessageBird.
Select 'Chat View'.

Select the MessageBird channel using which the conversation was held.

Select the MessageBird channel to view the chat from

Select the phone number of the recipient.

Select the recipient contact number to access the chat

You can now view the history of chats held with the contact.

View the history of chats held with the contact

Send Messages to one or more contacts

Select the required Freshdesk Contacts from the list view.
Click on the Ulgebra icon.
Select the MessageBird application.

Select contacts to send bulk message through MessageBird

Select the MessageBird channel to send the message.
Click on Add Recipients to include additional contacts.

Select the MessageBird channel and add required contacts to send bulk message

Enter the message or insert the template.
Send the message using MessageBird.

Real-time Notification

Receive real-time notifications for incoming messages from the MessageBird channels at the bell icon.
Click on the bell icon within the MessageBird application.
Here you can view the latest incoming messages along with the previous messages.
The read and unread messages would be differentiated for ease.

Access the Freshdesk contact associated with the notification.
View the complete chat held with the contact.
Access the chat in a new tab.

Access the associated contact and chat from the notification

Send Messages using Workflows

Click on the settings icon at the panel on the left side of Freshdesk.
Go to the Workflows section.
Select Automations.

Click on 'New rule'.

Enter the name of the workflow rule to be created.
Setup the conditions for the execution of the workflow rule.

Enter the name of the workflow and setup the workflow conditions

Click on the Choose action drop-down.
Select 'Trigger webhook'.

Go to any Freshdesk Contact or Ticket and access the MessageBird application.
Select the required MessageBird channel and enter the message to be sent by the workflow.
Click on 'Get Workflow Code'.

Obtain the details to setup the webhook from Freshdesk Contact or Ticket

You can now view all the details required to setup the webhook.

Select the Request type as POST.

Copy the Webhook URL and paste it under URL.
Select the Encoding as JSON.
Select the Content as Advanced.
Copy the workflow code and paste it into the space provided.

Erase the contact number adjacent to 'to'.
Click on the '+' icon at the bottom right side of the content box.
Select the phone field of the contact to which the message is to be sent to insert the placeholder for the same.
Erase the value of recordId and insert the placeholder for Ticket Id.

Click on Preview and save.

Click on 'Save and enable' to enable the workflow.

Enable the workflow to send automated messages through MessageBird

Application Settings

Click on your Ulgebra profile within the application.

Access the settings page or MessageBird for Freshdesk

Here you can view the extension settings.

Also, access the help and support at the setting page.

Access support from the settings page whenever required

MessageBird User Management (For Admin)

The Freshdesk admin can share their authorized MessageBird account with required users.
Select Manage App Users.

Manage MessageBird users as Freshdesk admin

You can view the list of Freshdesk users available.
Click on Add to enable the users to use your Freshdesk account.
Click on Remove to disable the user from this feature.
The admin can also Add all or Remove all users.

Add and remove Freshdesk users based on your requirements

The Freshdesk user can view the invite sent by the admin on the extension settings page.
Accept the invite sent by the admin.

User account - Accept the invite sent by the admin

Select the admin account to authorize MessageBird using the shared account.

Select the admin account to authorize MessageBird account

Incoming Setup

Select Incoming events sync from the extension settings page.

Access the incoming message settings of MessageBird for Freshdesk

Enable 'Capture incoming messages' to receive incoming messages.
In case a message is received from a non-existing contact, a new Contact and associated Ticket would be created in Freshdesk.
In case of MessageBird Tickets, you can add a public note to reply instantly using the option 'Listen for ticket public comments to send replies'.
You can enable 'Ignore messages from NEW customers' to prevent messages from non-existing contacts to be synced with Freshdesk.
You can view the list of all the MessageBird channels.
Enable the channels you wish to receive incoming messages from and disable the channels you do not wish to receive incoming from.

Desktop Notifications

Select Message Notifications.

Enter the email id of the user for whom desktop notification is to be enabled.
Ensure that the user has an Ulgebra account with the entered email id.
Click on 'Add User' to invite the user.

Share the invite link with the respective user.

Share the invite link with the respective user

The user must access the invite link on their browser.
Click on 'Start Receiving notifications on this browser'.

User account - The user must enable desktop notification on their browser using the invite link

The user can now receive desktop notifications for your incoming MessageBird messages.

User account - receive desktop notifications

MessageBird Inbox

Select MessageBird Inbox from the extensions page.

You would be redirected to the inbox containing all the MessageBird conversations.
Select any conversation to view the history of chats held with the contact.
Also, send MessageBird messages to the contact directly from the inbox.

View all the conversations held in the MessageBird Inbox

Search for any contact number to view the conversations with a specific contact.

Search for any contact number to view a specific conversation

Integration Tab

Select Open in New Tab to access the extension at all times in a separate tab.

Access the extension in a separate tab at any moment

Application Analytics

Select App Usage Analytics.
Here you can view the statistics for the usage of the application.

View the analytics of the usage of the application

Reset Application

Select Reset App Configurations.

Enter 'confirm' in the space provided.
Click on Reset.
All the data of the application would be deleted.

Message Sender

Add Message Sender

Select '+Add New Sender' from the Choose Sender drop-down.

Add new MessageBird sender within the application

Select the channel type of the sender as SMS, WhatsApp or Viber.

Select the channel type as SMS, WhatsApp & Viber

Enter the Sender Id of the channel as per MessageBird.
Enter the name with which the sender is to be displayed.
Save the new message sender.

Enter the sender id from MessageBird and display name to add the sender

Default Sender

Click on the pin icon beside the name of the sender.
This sender would be selected by default while sending the MessageBird message.

Select a default MessageBird sender to send messages from

Hide Sender

Click on the visibility icon beside the name of the sender to hide the particular sender.

Message Template

WhatsApp Templates

Access all your MessageBird approved WhatsApp templates within the application.
Click on Insert WhatsApp Templates.
Select the WhatsApp template you wish to send.

Enter the values for the placeholders in case the template contains any variable.

Enter the values for the placeholders within the approved WhatsApp template

Create Template

Click on 'Templates' within the MessageBird application.
Select '+Add New Template' from the drop-down.

Enter the name of the template and the message within the template.
Save the new message template.

Enter the content and save the message template

Edit Template

Click on the edit icon beside the name of the template.

Make the required changes within the template.
Save the edited template.

Delete Template

Click on the delete icon beside the name of the extension.
This message template would now be deleted.

Communicate through desired social media channels from Freshdesk using MessageBird.

Pricing

Classic Plan

$5 /user/month

250 Ulgebra credits per month
Two Way messaging facility (Incoming and Outgoing)
Messages History
Access to SMS, WhatsApp, Line, Telegram, WeChat, Viber, Instagram and Facebook Messenger channels.

Business Plan

$10 /user/month

500 Ulgebra credits per month
Two Way Messaging facility (Incoming and Outgoing)
Messages History
Access to SMS, WhatsApp, Line, Telegram, WeChat, Viber, Instagram and Facebook Messenger channels.
Proactive Messaging
Trigger automated messages via Workflows
Conversations view
Get instant notifications
Other upcoming features

Purchase Now

Additional Credits

In case of additional credit requirements, top-up your Ulgebra Credits.

Purchase Ulgebra Credits

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