Integrate with Stella Connect
Last Update: Oct 2024 • Est. Read Time: 4 MINThe Stella Connect app integration allows you to send automated CSAT surveys from Stella Connect after conversations close in Kustomer. The integration also displays conversations from Kustomer in Stella Connect as interactions under team member profiles. Each interaction displayed in Stella Connect provides links to view conversations back in the Kustomer app and to review any completed survey responses.
Note: The current Stella Connect app version supports surveys for the email channel only. Contact support@kustomer.com to learn more about integrating with other Stella Connect survey channels.
Who can access this feature? | |
User types | Admins can set up this integration. |
In this article
- Key integration features
- Prerequisites
- Install the Stella Connect app
- Set up Stella Connect
- Test the integration
- Conversation and survey response data
Key integration features
The Stella Connect app uses a custom workflow to do the following:
- Listen for when a conversation closes in Kustomer: Once configured, the Stella Connect app listens for when a conversation assigned to an agent is closed or marked done.
- Display and link to the Kustomer conversation in Stella Connect: When a conversation assigned to an agent closes in Kustomer, the app sends the conversation data into Stella Connect. Stella Connect displays the conversation data on your Stella Connect Stream as an interaction under the team member assigned to the conversation. Team member interactions in Stella Connect provide links to access the conversation back in the Kustomer app.
- Send automated CSAT surveys from Stella Connect: Once configured, the Stella Connect app sends an automated CSAT survey based on when a conversation closes in Kustomer. In the app settings, you can configure the channel for the survey and the delay time between when a conversation closes and when a survey is sent to the customer. You can view completed survey results on team member profiles in Stella Connect.
The integration will work for a closed conversation only if:
- An email address is available for the customer
- A conversation closes with an agent assigned
- The assigned agent has an approved Stella Connect profile
Prerequisites
You will need the following information to install, configure, and test the Stella Connect app integration for your Kustomer organization:
Information from your Stella Connect account
Information from your Kustomer account
- Kustomer API URL for your organization. Depending on your organization, either
https://api.kustomerapp.com
orhttps://api.prod2.kustomerapp.com
. - Kustomer API key with at least the following permissions to read tags:
org.permission.tag.read
ororg.admin.tag.read
. - URL of your Kustomer organization. Example:
https://organization-name.kustomerapp.com
.
Information from your team
- Amount of time (in seconds) between when a conversation closes in Kustomer and when Stella Connect sends a CSAT survey to the customer email address. 5 minutes is 300 seconds. 15 minutes is 900 seconds. 1 hour is 3600 seconds. 1 day is 86400 seconds.
Install the Stella Connect app
To begin integrating Stella Connect with Kustomer, install the Stella Connect app from within the Kustomer App Directory.
- Go to Apps and select Explore Directory.
- Search for Stella Connect in the App Directory, and then select Install.
Set up Stella Connect
Next, you will configure the Stella Connect app for your organization.
- Go to Apps and select Stella Connect in the sidebar.
- On the settings page, fill in the fields as follows:
- Stella Connect API key: the production API Key for your Stella Connect account.
- Kustomer API key: your Kustomer API Key. The API Key must have at least the following permissions:
org.permission.tag.read
ororg.admin.tag.read
. - Kustomer API URL: the base URL your organization uses to access the Kustomer API. Depending on your organization, you will use either
https://api.kustomerapp.com
orhttps://api.prod2.kustomerapp.com
. The default setting ishttps://api.kustomerapp.com
. - Kustomer URL: the base URL for your Kustomer organization. Example:
https://organization-name.kustomerapp.com
. - Seconds until send: the number of seconds to wait before a survey is sent after a conversation is closed in Kustomer. The default setting is 86400 seconds, or 1 day.
- Select Save Changes to finish the configuration.
Test the integration (optional)
To test the Stella Connect integration:
- Use a designated test agent email address and test profile that exists on both Kustomer and Stella Connect.
- Use the Stella Connect test API key instead of the production API key when you configure the app.
- You can learn more about testing your Stella Connect integration in the Stella Connect Help Center.
Conversation and survey response data
Once the Stella Connect app is configured, you will be able to view and access Kustomer conversation data and completed survey in your Stella Connect Stream. Learn more about viewing conversation and survey response data for team members in your Stella Connect Stream in the Stella Connect Help Center.
Conversation data
Conversation data from Kustomer will appear as customer interactions under the assigned team member's profile in your Stella Connect Stream.
For Stella Connect to be able to receive and log closed conversation data, the assigned team member must have valid accounts on both Kustomer and Stella Connect under the same email address.
Sample team member profile in Stella Connect Stream
The team member profile in your Stella Connect Stream displays the following conversation data:
- Survey rating (if available)
- Interaction ID of the closed conversation in Kustomer
- When the conversation was completed
- Survey channel (for example, "Email")
Survey response data
Completed survey results appear as cards in the Stella Connect Stream and link back to the closed conversation in the Kustomer app. The survey response cards appear under the team member assigned to the conversation as long as the assigned team member has a valid account on both Kustomer and Stella Connect.
Sample survey response in Stella Connect Stream
Survey response cards in your Stella Connect Stream display the following survey response data:
- Assigned team member
- When the survey response was completed
- Survey rating and customer feedback (if available)
- Team member rewards (if available)
- When the survey was sent
- Survey channel (for example, "Email")
- Customer name and email address
- Interaction ID of the closed conversation in Kustomer
- Brand for the survey
You can also review survey responses and team member conversations from the survey response card:
- Select See original ticket to open and view the closed conversation directly in the Kustomer app.
- Select Review to open a new New QA Review for the survey and related conversation in Stella Connect.