Documentation

SALESmanago

Author: Łukasz Strumiński

Created: Sep 29. Updated: Sep 30.

Combine the power of customer service with the power of marketing automation. Thanks to integration with SALESmanago, your team gains instant access to key customer information, allowing for even more personalized and effective conversations.

In one place, consultants can use knowledge about customer engagement and preferences, which translates into better experiences, faster decisions, and greater satisfaction for both parties. It's a simple step that opens up new opportunities for building lasting relationships and driving growth.

We will show you step by step how to integrate Thulium with the SALESmanago platform.

From the Administration tab, select Advanced → Integrations.

A window with available integrations will appear on the screen—select SALESmanago from the CRM section.

Then fill in the appropriate fields:

where:

• Secret - a one-time token generated from the SALESmanago platform by the administrator.

Steps necessary to download the secret code from the SALESmanago platform:

• Log in to the SALESmanago panel,
• Go to Integrations,
• In the section, select Integrations → find the Thulium tile,
• Click Integrate,
• Then click Generate code,
• Copy the generated one-time secret code (code field). NOTE: The code is single-use and valid for 1 hour. Do not share it with unauthorized persons.

After entering your authorization details in the Thulium panel, click to authenticate the integration. If the authentication is successful, the following message will appear on the screen:

After authenticating the application, complete the Other data section.

Selecting infoline queues, tickets, or chats will result in events in these channels being sent to SALESmanago for a given contact as an external event.

If there is no matching contact in SALESmanago, it is possible to add one as part of the integration and then save the external event on it.

If the remaining data has been entered as part of the integration configuration in the Thulium panel, you can save the integration by clicking or save and run it at the same time ! file.

If you only want to save the data, you should then run the SALESmanago integration:

To start another integration with the same e-commerce platform, click and re-enter the relevant authorization and configuration data.

Once such integrations have been launched, information about them will be visible in the list of integrations under Administration → Integration.

Displaying events on the CRM Customer card

The basic integration function includes displaying events related to a given customer email address. The record may be in Thulium CRM, but it is also possible to verify data for a customer who has not been added by searching for them by email address.

To view this data, select the SALESMANAGO section in Contact History.

Basic contact details on the CRM Customer card

For customers from CRM or outside CRM (found by email address), it is possible to display basic data related to the contact associated with a given email address.

A new SALESmanago tab appears on the right-hand side, containing the basic information described above.

Sending interactions with the customer as part of external events

As part of event synchronization, interactions such as the following can be forwarded:

• THULIUM_TICKET_MESSAGE_RECEIVED - an incoming email message from a customer was received,

where:

• Detail 1 - ticket queue ID for a given ticket,
• Detail 2 - name of the ticket queue for a given ticket.

• THULIUM_TICKET_RATING_RECEIVED - received a rating as part of the ticket,

where:

• Detail 1 - ticket queue ID for a given ticket,
• Detail 2 - ticket queue name for a given ticket,
• Detail 3 - customer rating value.

• THULIUM_TICKET_CLOSED - first closure of a ticket assigned to a customer,

where:

• Detail 1 - ticket queue ID for a given ticket,
• Detail 2 - name of the ticket queue for a given ticket.

• THULIUM_CHAT_CONVERSATION_CLOSED - chat with customer ended,

where:

• Detail 1 - ID of the chat queue in which the conversation took place,
• Detail 2 - name of the chat queue,
• Detail 4 - specifies whether the chat was handled by a chatbot or an agent.

• THULIUM_INCOMING_CALL_ABANDONED - call was abandoned in the infoline queue,

where:

• Detail 1 - ID of the hotline queue in which the conversation took place,
• Detail 2 - name of the hotline queue,
• Detail 5 - waiting time before the call was abandoned.

• THULIUM_INCOMING_CALL_COMPLETED - call in the infoline queue has been completed.

where:

• Detail 1 - ID of the infoline queue in which the conversation took place,
• Detail 2 - name of the infoline queue,
• Detail 6 - duration of the conversation with the agent.