MessageBird for Freshdesk

Installation

• Install the AppCursor Chrome extension.

• Visit the Ulgebra Apps Marketplace for Freshdesk.

• Under MessageBird, click on 'Install MessageBird for Freshdesk'.

• 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.

• Select the MessageBird channel to send the message from.

• In case you wish to add more contacts, click on 'Add Recipients'.

• Select the country code.

• Enter the contact number.

• Click on 'Add'.

• Enter a default country code if required.

• Select the application of the default country code.

• Insert a template or enter the message.

• Send the MessageBird message from the 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.

Message History

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

Contact Customers

• Go to any Freshdesk Contact.

• Click on the Ulgebra icon.

• Access the MessageBird application.

• Select the MessageBird channel to send the message From.

• Click on 'Add Recipients' to add additional contacts.

• Enter and add the required contact number.

• Click on 'Search for contact'.

• Enter and search for any existing contact.

• Select the particular contact.

• Enter the message or insert a template.

• 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 phone number of the recipient.

• You can now 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 the MessageBird channel to send the message.

• Click on Add Recipients to include additional contacts.

• 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.

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.

• 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'.

• 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.

Application Settings

• Click on your Ulgebra profile within the application.

• Here you can view the extension settings.

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

MessageBird User Management (For Admin)

• The Freshdesk admin can share their authorized MessageBird account with required users.

• Select Manage App Users.

• 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.

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

• Accept the invite sent by the admin.

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

Incoming Setup

• Select Incoming events sync from the extension settings page.

• 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.

• The user must access the invite link on their browser.

• Click on 'Start Receiving notifications on this browser'.

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

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.

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

Integration Tab

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

Application Analytics

• Select App Usage Analytics.

• Here you can view the statistics for 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.

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

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.

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.

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.

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