The FreshLime platform has multiple integrations with external CRMs like Briostack, Service Titan, and PestPac to name a few. With these integrations, we’ve been able to pull in your company’s contacts and invoice history to facilitate things like automated review requesting and Engage email campaigns. Coming soon, you will also be able to specify an external endpoint where we will send contact information we collect from conversations in Message Center.
How does it work?
Customer interaction – that’s where this all starts. When a customer messages you via text messaging, Google’s Business Messages, or WebChat, our automated virtual assistant (AVA) responds to the customer and begins the conversation. AVA collects information that helps your team personalize the response when you jump in. Once AVA gathers contact information from that customer, that’s where things change. Previously, only a hand raise in Message Center would be triggered at this point. Now, if you have specified an endpoint for the contact sync, the information AVA collected for that customer will be sent to that endpoint. We’ll send a client ID, first and last name, phone number, email, source and timestamp. We’ll also send an address if we matched to an existing contact with an address.
What do I need to do?
To use this feature, you’ll need to go to your user profile and click “integration settings.” At the bottom of the list, you’ll see a “Contact Sync” section that you’ll need to open. Now, you’ll need to enter a valid HTTPS endpoint. You have the option to select either basic auth or bearer token and enter the username/password or token. When you click “authenticate,” that will send a sample POST to the endpoint for validation. If everything checks out, then you’re off and running – you’ll receive a POST when there’s a hand raise in Message Center.
For Briostack customers who would like to push contact information back into Briostack, it’s even simpler. As you are in the “Briostack Integration” section and request your integration, be sure to click the checkbox to enable the Briostack contact sync. Once your integration has been fully configured, we will automatically populate the information needed for the contact sync. At any time, you’re easily able to switch between using the Briostack contact sync or another external endpoint, however, you’re only able to send contacts to one endpoint at a time.