Documentation

EmpikPlace

Author: Łukasz Strumiński

Created: Apr 30. Updated: May 20.

EmpikPlace is a marketplace operating within the empik.com platform. It has a significant role in e-commerce and is a place to reach a diverse and numerous target group. It is also the best-rated shopping application in Poland.

Shortcuts

• Scope of integration
• Integration setup
• Integration features

Scope of integration

Thulium integration with EmpikPlace includes:

• Creation of tickets on the basis of customer messages,
• Facilitating communication with customers through the use of the Thulium ticketing system,
• Appropriate categorisation of EmpikPlace message cases,
• Assignment of tickets to CRM records on the basis of the customer ID,
• Adding a customer to the CRM in the absence of one,
• Automated responses to the customer,
• Informing about the list of products and the order to which the conversation relates.

Integration setup:

1. Under the Administration tab find the CRM section and select Custom fields.

2. Click the button and then enter any name (e.g. Empik ID). Make sure the new field is of type Text, and confirm the creation of the new custom field with the button.

3. Then go to Administration and select Advanced → Integrations.

4. From the panel of available integrations select EmpikPlace from the E-commerce section.

You can find the API key in the EmpikPlace dashboard by clicking on Profile and then API Key:

After entering authorization data in the Thulium panel click to authenticate the integration. If the authentication is successful, an appropriate message will appear on the screen:

By clicking on the button, we can start re-authentication.

Once the application is authenticated complete Other data.

• Integration name - internal name of the EmpikPlace integration,
• Customer ID - custom field to store customer ID,
• Tickets queue - queue where messages will be delivered,
• Tickets category - category which will be assigned to tickets created on the basis of messages from EmpikPlace.

5. After configuring the integration, click or to launch it right away.

Integration features:

Tickets from EmpikPlace will appear in the list with the Source marked as EmpikPlace:

To search for such messages you can use the Source filter and select EmpikPlace.

In the case of a non-CRM customer call, the ticket will be assigned to a Customer ID:

Customer messages from outside the CRM will be marked as follows:

Conversations from the persons in your Thulium CRM will be associated with a given record.

Messages from Support sent from within EmpikPlace will also appear in the Thulium ticket.

The ticket also includes messages from the Operator, which will look as follows:

The right-hand ticket section includes such information as:

• The number of the order to which the ticket relates with the ability to go to such in EmpikPlace,
• List of products per order,
• Ability to enter the conversation from within EmpikPlace.

The dialog box allows you to send a message to a customer within a conversation or to leave an internal comment.

The message to the client can only be in text form - the same applies to the entire format of the message (footer, etc.).

You can add an attachment to a given message by clicking . The limit for the entire conversation is 10 MB.

When setting up a new record in CRM, the customer will be added with a custom field completed.