Before You Begin
We assume that all customer interactions are handled via Freshsales. If that is not the case, please talk to the Stella Connect team before starting the integration process.
Connect requests can only be sent if:
- The team member has an approved Stella Connect profile.
- An email address is associated with the customer’s record
- A member of your team is assigned to the lead and/or deal.
Step One: Retrieve Stella Connect Freshsales Test Credentials
Testing the Freshsales integration begins with your company designating a test email address that will be used for testing the Freshsales Connect integration. All surveys will be delivered to this address while using the test key.
- Once you enter the API test email address in the Integrations section of the settings page, your credentials will appear.
- Retrieve your test credentials on the Integrations page.
Testing ends when the survey is delivered. You can step through the consumer experience selecting stars, commenting, etc. There is no response collection while using the test keys.
Step Two: Configure the Stella Connect Freshsales Triggers
Create a Workflow and exclude the channels that you do not want to integrate.
Please inform your client service manager of the Freshsales Sources/Channels you will be using. As Freshsales passes names differently e.g. Email (not email) they will go ahead and set them up in Stella Connect for you.
Leads Channel - Field Setup
Navigate to Freshsales:
Admin -> CRM Customization -> Leads Module -> Add Field
- Field label: Do Not Send Connect Survey
- Field type: Checkbox
- Check: Show this field in quick add
- Save
Leads Channel - Integration Setup
Admin -> Automations -> Workflow -> Create Workflow
- Title: Send Stella Connect Survey - Lead (Demo Complete)
- Record Type: Lead
- Execute: Whenever a record is created/updated + Reccurently
- Condition:
- Lead property + Lead Stage + is in + Demo (You can customize)
- Lead property + Email status + is not in + None
- Action: Trigger Webhook
- Webhooks Settings
- Request type: POST
- Callback URL: https://api.stellaconnect.net/v1/auth
- Checkbox: Required authentication
- Username: connect
- Password: YOUR API KEY HERE
- Encoding: JSON
- Content type: Advanced
- Content:
{ "employee": { "email": "{{lead.owner.email}}" }, "channel": "{{lead.source.name}}", "customer": { "name": "{{lead.first_name}}", "email": "{{lead.email}}"}, "ext_interaction_id": "{{lead.id}}", "do_not_send": "{{lead.cf_do_not_send_connect_survey}}", "tags": [ "{{lead.deal.deal_product.name}}", "{{lead.territory.name}}"]}
- Save & Save
Deals Channel - Field Setup
Navigate to Freshsales:
Admin -> CRM Customization -> Deals Module -> Add Field
- Field label: Do Not Send Connect Survey
- Field type: Checkbox
- Check: Show this field in quick add
- Save
- Field label: Deal Contact Name
- Field type: Text field
- Check: Required
- Save
- Field label: Deal Contact Email
- Field type: Text field
- Check: Required
- Save
Deals Channel - Integration Setup
Admin -> Automations -> Workflow -> Create Workflow
- Title: Send Stella Connect Survey - Deal (Closed)
- Record Type: Deal
- Execute: Whenever a record is created/updated + Reccurently
- Condition:
- Deal property + Deal Stage + is in + Won, Lost (You can customize)
- Deal property + Deal Contact Email + is not empty
- Action: Trigger Webhook
- Webhooks Settings
- Request type: POST
- Callback URL: https://api.stellaconnect.net/v1/auth
- Checkbox: Required authentication
- Username: connect
- Password: YOUR API KEY HERE
- Encoding: JSON
- Content type: Advanced
- Content:
{ "employee": { "email": "{{deal.owner.email}}" }, "channel": "{{deal.source.name}}", "customer": { "name": "{{deal.cf_deal_contact_name}}", "email": "{{deal.cf_deal_contact_email}}"}, "ext_interaction_id": "{{deal.id}}", "do_not_send": "{{deal.cf_do_not_send_connect_survey}}", "tags": ["{{deal.deal_type.name}}", "{{deal.deal_product.name}}", "{{deal.territory.name}}"]}
- Save & Save
Optional Customization
Do Not Send
Although we recommend that all interactions receive a Stella Connect request, there may be some instances in which you do not want to send one. You can establish a custom exclusion rule within your company’s Freshsales account.
NOTE: You do not have to establish an exclusion rule in order to limit the number of Connect requests that a customer receives within a specified time period. That “suppression period” can be set on the “Experience” page within the Stella Connect Admin.
Admin -> Automations -> Workflow -> Create Workflow
- Scenario Name: “Do not send Stella Connect request” (or another name that you will remember).
- Execute: Whenever the record is created/updated + Recurrently =
Set your Conditions logic
- Specify the conditions that must be met for Freshsales to exclude a ticket from receiving a Stella Connect request.
Set your Actions logic
- Update lead + Do Not Send Connect Survey + Fixed Value + Yes
Ensure that the “Exception” rule created is ordered above the “Send” Stella Connect Request rule in your rule list.
This is an example of selecting the Do not send Stella Connect Request checkbox when a certain Category is used on a ticket.
Multiple Brands
If your Stella Connect account is set up with multiple brands, you'll need to use the following payload to include the brand for which that interaction took place in.
You will be required to create a custom dropdown/or the pipeline field in Freshsales and add that to the payload marked "{{YOUR_CUSTOM_FIELD_ID_HERE}}".
Leads
{ "employee": { "email": "{{lead.owner.email}}" }, "channel": "{{lead.source.name}}", "customer": { "name": "{{lead.first_name}}", "email": "{{lead.email}}"},"brand": "{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "{{lead.id}}", "do_not_send": "{{lead.cf_do_not_send_connect_survey}}", "tags": [ "{{lead.deal.deal_product.name}}", "{{lead.territory.name}}"]}
Deals
{ "employee": { "email": "{{deal.owner.email}}" }, "channel": "{{deal.source.name}}", "customer": { "name": "{{deal.cf_deal_contact_name}}", "email": "{{deal.cf_deal_contact_email}}"}, "brand": "{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "{{deal.id}}", "do_not_send": "{{deal.cf_do_not_send_connect_survey}}", "tags": ["{{deal.deal_type.name}}", "{{deal.deal_product.name}}", "{{deal.territory.name}}"]}
Multiple Languages
If your Stella Connect account is set up with multiple languages, you'll need to use the following payload to include the language that interaction took place in.
You will be required to create a custom dropdown field in Freshsales and add that to the payload marked ""{{YOUR_CUSTOM_FIELD_ID_HERE}}".
Leads
{ "employee": { "email": "{{lead.owner.email}}" }, "channel": "{{lead.source.name}}", "customer": { "name": "{{lead.first_name}}", "email": "{{lead.email}}"}, "language": "{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "{{lead.id}}", "do_not_send": "{{lead.cf_do_not_send_connect_survey}}", "tags": [ "{{lead.deal.deal_product.name}}", "{{lead.territory.name}}"]}
Deals
{ "employee": { "email": "{{deal.owner.email}}" }, "channel": "{{deal.source.name}}", "customer": { "name": "{{deal.cf_deal_contact_name}}", "email": "{{deal.cf_deal_contact_email}}"}, "language": "{{YOUR_CUSTOM_FIELD_ID_HERE}}", "ext_interaction_id": "{{deal.id}}", "do_not_send": "{{deal.cf_do_not_send_connect_survey}}", "tags": ["{{deal.deal_type.name}}", "{{deal.deal_product.name}}", "{{deal.territory.name}}"]}
Step four: Moving to Production
- Navigate to:Admin -> Automations -> Workflow ->
- Send Stella Connect Survey - Lead (Demo Complete)
- Send Stella Connect Survey - Deal (Closed)
- Select Change password and paste Production Key from: https://domain.stellaconnect.net/admin/company/api
- In Connect (https://domain.stellaconnect.net/admin/company/api) switch Integrated Channel to “On”. This example integrates the Chat and Email channels only. The Phone channel will remain in manual mode.
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