MessageBird for Freshdesk
You can view the MessageBird icon within Freshdesk, after successful authentication.
View the documentation below for all the details and features of the extension.
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
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'.
The MessageBird channels have now been synced with Freshdesk.
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'.
Enter the reply to be sent.
Click on Add note to send the reply using the associated MessageBird channel.
View the history of MessageBird messages sent and received within the Ticket as notes along with the complete details of each message.
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.
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.
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.
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.
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.
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.
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.
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.
Select Open in New Tab to access the extension at all times in a separate tab.
Select App Usage Analytics.
Here you can view the statistics for the usage of the application.
Select Reset App Configurations.
Enter 'confirm' in the space provided.
Click on Reset.
All the data of the application would be deleted.
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.
Click on the pin icon beside the name of the sender.
This sender would be selected by default while sending the MessageBird message.
Click on the visibility icon beside the name of the sender to hide the particular sender.
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.
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.
Click on the edit icon beside the name of the template.
Make the required changes within the template.
Save the edited 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.
In case of additional credit requirements, top-up your Ulgebra Credits.