Webhook for replying as a customer
Hello! Is it possible to send a customer reply using a webhook? Only creating a new ticket or replying as an AGENT is supported at the moment, but I want to reply as a customer for my Make.com automation (I am connecting Fluent Support with Slack and Messenger).
Thank you :)
Madis Mark this isn't currently possible. We'll discuss with the devs on implementing it. It is going to take some time to get to as Devs are fully engaged with the V2.0 UI update. But we'll have the discussion and let you know if it's going to be available and if so when. Cheers!
Rasel Siddiqe Alright, thanks! I created my own API endpoint in the meantime for this.
Madis Mark I'm curious about your messenger integration! Do share your process and if it worked out the way you want it. TIA.
Rasel Siddiqe Hehe, it's working but has definitely taken a lot of time to implement. I think I should share it with other people at some point.
But the key thing: every time I receive a message from Slack or Messenger, I will send that data to Fluent Support with the PSID (Messenger ID that each customer has) or Slack channel name (+ thread timestamp). And when I respond in Fluent Support, I'm using the agent reply hook to add that same PSID or channel name to my message, so the messages can be synced. Then I'm using catch-all-email to send these messages to the Make webhook (because the customer emails looks like "first.last.SLACK@elementum.ee") and from Make, it is easy to send the message to Messenger or Slack again.
So the communication works in both ways. Every time a customer sends a message to my Facebook page or Slack (either DM or channel), a ticket will be created in Fluent Support. And when I respond to the ticket IN Fluent Support, the customer sees that I'm responding in the Messenger/Slack itself!
In Make, there are a lot of pathways because I send all general messages to one general ticket associated with the person, and specific problems created when they send a message with a "#title - comment" to individual tickets.
So I have client requests all in one place no matter where they talk to me! Either Gmail, Messenger or Slack. And the client can keep using the platform that they prefer.
And btw, they can even send files/attacments from all of these channels. With Make automation, these just get uploaded to Wordpress and then I'm able to see them inside the ticket.
I have done all sorts of customizations in Fluent Support. Even translations so that my Estonian client messages can be understood by someone who only understands English. And also one-click-login to the ticket sidebar so the agent can automatically log in to the customer site :D (Requires a PHP snippet on the customer's site though). Cool how flexible it is.