MessageBird SMS, WhatsApp & Viber for Freshdesk

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 bulk 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 automated 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


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.

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.

Copy the Freshdesk API Key
  • Paste it under Freshdesk API Key.

  • Click on 'Authorize Now'.

Authorize the Freshdesk account
Authorize the 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'.

Select the note type as 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'.

Access Chat View within the application
  • 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

Bulk Messages


  • 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 bulk message from.

  • 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 bulk message using MessageBird.

Send the bulk message to Freshdesk contacts 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.

Receive real-time notifications for incoming message through MessageBird
  • 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

Automated Messages


  • Click on the settings icon at the panel on the left side of Freshdesk.

  • Go to the Workflows section.

  • Select Automations.

Access the Freshdesk workflow
  • Click on 'New rule'.

Create new Freshdesk workflow 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'.

Select the action ad 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.

View the details of webhook setup
  • Select the Request type as POST.

Select the request method 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.

Setup the webhook
  • 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.

Insert placeholders where required
  • Click on Preview and save.

Save the Freshdesk workflow
  • 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.

View the integration 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.

Enable and setup incoming messages

Desktop Notifications


  • Select Message Notifications.

Setup desktop notifications for the required users for your incoming MessageBird messages
  • 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.

Invite the required users
  • 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.

Access the MessageBird Inbox
  • 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.

Reset the application
  • Enter 'confirm' in the space provided.

  • Click on Reset.

  • All the data of the application would be deleted.

Complete application reset

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.

Hide any MessageBird 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.

Access MessageBird approved WhatsApp templates within the application
  • 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.

Create new message template
  • 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.

Edit an existing message template
  • Make the required changes within the template.

  • Save the edited template.

Save the modified message template

Delete Template


  • Click on the delete icon beside the name of the extension.

  • This message template would now be deleted.

Delete any existing message template

Communicate through desired social media channels from Freshdesk using MessageBird.

Pricing

Classic Plan

$5 /user/month


1k Ulgebra credits per month

Automated Messages via Workflows

Bulk WhatsApp for Contacts module

Incoming messages support

Conversations UI

Use common shared or individual numbers for messaging

+Ulgebra Credits for paid amount

Additional Credits


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