Pinnacle for Freshdesk

Step 2: After installing the chrome extension, select "Freshdesk Integrations".

Step 3: Install Pinnacle for Freshdesk

Step 4: Initially you have to sign in to Ulgebra to proceed further. You can either use the "Sign in with email" option or else you can use the "Sign in with Google" option.
Note: The sign-in mail doesn't have to be your Telebu login mail. You have to use your Freshdesk mail for signing in.

Step 4: After signing in, initially you have to authorize your Freshdesk account by entering your Freshworks domain and Freshworks API key. Click on "Authorize Now".

Step 5: After successfully authorizing your Freshdesk, you have to authorize your Pinnacle account by entering your Pinnacle SMS API key and Pinnacle WABA API key. To get these credentials you have to contact the Pinnacle team at the given mail address.

Once done, the installation and setup of the application "Pinnacle SMS and WhatsApp for Freshdesk" is over.

Step 2:

• Select your Pinnacle Sender Id.

• The Mobile number of the respective record will be automatically fetched in the Pop-up.

• Enter your default country code value. Which will be used for sending messages to numbers that don't have any country code in them.

• In the case of sending SMS, you can only able to send Pinnacle Approved templates. Kindly insert your approved template.

• After entering the Message click "Send SMS".

Step 3: Once you send messages, you will get notified of the status of the sent messages.

Step 4: Inside the ticket you can able to view the history of messages saved as notes.

2) Send messages from the "Contacts" module

Step 1: Go to any of the contacts in Freshdesk. Click the Pinnacle icon to send Pinnacle messages to the contact.

Select your Sender Id.

i)The Mobile number of the selected records will be automatically fetched in the Pop-up.

ii)Configure your default country code option. You have multiple options for configuring the country code.

• i) Do not add Country code

If you have a country code for all your existing records in your CRM, you can select this option.

• ii) Add for all phone numbers :

If all your existing records in your CRM doesn't have any country code you can select this option which will add country code for all your numbers.

• iii) Add if phone number starts with 0

In case you have phone numbers in your existing records was saved with 0 (usually applies for abroad numbers) you can select this option.

• iv) Add if phone number does not start with country code

In case some of your records in CRM doesn't have any country code in it you can select this option which will add country code only for the numbers which doesn't have a country code in it and ignore the ones which already have country code in it.

iii)Enter your Message and if you wish you can also add emojis of your choice and then click "Send SMS".

4) Send messages using workflows

Step 1: Go to the admin settings on the left panel. Click the "Workflows" option.

Step 2: Click the "Automations" option.

Step 3: Click the "New rule" option to create a new workflow in the Freshdesk.

Step 4: Give the name for the rule. Select the appropriate condition for the workflow. If you have additional conditions, then click the "Add new filter" option to add another condition.

Step 5: Select the action to perform as "Trigger Webhook".

Step 6: Select the request type as the POST method. Enter the webhook URL which you get from the extension configuration page (Pinnacle icon--> Profile --> Workflows) and select the encoding type as JSON.

Step 7: Copy your webhook URL and parameters from the "Workflows" option.

Step 8: Select the content as "Advanced" and paste the parameters in the space provided. Replace the "FILL_HERE" option with the required values.

SenderId - Get from your Pinnacle account

Number - Enter the phone number field of the recipient. You can get this as placeholder values by clicking the "+" symbol at the bottom.

Text - Approved messages template content has to be given.

module - Enter the module for which you want to trigger this workflow. (All characters should be in the lowercase)

recordId - For example can be the ticket ID. You can get this as placeholder values by clicking the "+" symbol at the bottom.

Step 9: For selecting the placeholders, click any of the Freshdesk modules and fetch the field values you want.

Step 10: Once the values are given, click the "Preview and Save" option to save the workflow.

Step 11: Now, you can view the quick summary of the created workflow. Click "Save" to save the new workflow.

Step 12: Now you can view the new workflow created and enabled successfully.