With Happyfox integration you can put a number to your helpdesk and see all your conversations with customers get converted to tickets automatically.
Furthermore your customers can also record a complaint over call or get the status of their ticket on the fly.
Communication between you and your customers become hassle-free with our Kaleyra number.
You can choose a customized welcome message and greetings to be played when customers call on the helpdesk number.
Whenever your customers call on that number and want to speak to an agent, the call will be connected to the Agents Mobile number that you enter in the configuration explained below.
A Happyfox ticket will automatically be generated for every call to your Kaleyra number, and an SMS containing the ticket number will be sent to your customer.
Whenever a ticket is generated, an SMS will be sent to the Notify mobile number that you enter in the configuration explained below.
Option for your customers to record a complaint over call.
Your customers can check the status of their ticket over call.
Customized call mapping and call flows.
Map your IVR to various departments/personnel.
Customized call logic to handle calls after business hours or on holidays.
Initial Set Up
Create an account with Happyfox.
Post that we would require you to be ready with your Happyfox domain name, Auth code and API key.
To get the API key and Auth code, do the following:
Click on Integrations under Manage in the main menu.
Figure 1: Happyfox API
Then click on Configure besides API.
Figure 2: Happyfox API configure
Click on see auth code
Figure 3: see auth code
Reach Kaleyra support to get Kaleyra account.
Follow the below steps to configure.
Login to your Kaleyra account.
Click on User Plugins in the main menu and then select Happyfox.
Figure 4: User Plugins
Click on Config and select Add new configuration.
Figure 5: Add new configuration
Activate the plugin by checking the status option
Provide a unique Title to the configuration.
Complete your Happyfox URL by entering the Happyfox ID.( This is the company name you entered while registering with Happyfox).
Enter your Happyfox API key.
Enter your Happyfox Auth code.
Enter the Happyfox agent number. You can enter a single agent’s number or multiple numbers separated by commas.
Enter the Notify mobile to whom an SMS acknowledgement is sent on ticket creation. You can enter a single agent’s number or multiple numbers separated by comma.
Figure 6: configuration
Click on Save
Your configuration then lists under the Happyfox section of user plugins.
Figure 7: Edit/delete configuration
You can edit or delete your configuration from here.
Once you save the happyfox plugin configuration explained above, an IVR is created in your account
To view/edit the same, follow the below procedure.
Click on IVR Studio in the main menu.
Figure 8: helpdesk IVR
Click on the Edit icon under the IVR ASSIGNED TO column and assign a Kaleyra number for your requirement.
Click on to duplicate the IVR Flow, in case you want to create a slightly different flow assigned to a different number.
Click on to edit the IVR title and delete the IVR flow respectively.
Click on to track your customer’s keypress over call.
Figure 9: IVR keypress
Click on Edit icon under EDIT/CREATE CALL FLOW, to edit the default IVR flow created.
Customer calls on your helpdesk number.
He/She is greeted with a welcome message.
He is given an option to talk to happyfox agent, record a complaint or get the status of his ticket.
When the customer chooses to talk to an agent, we dial to happyfox agent numbers mentioned in the configuration. If no one picks up we give an option for the customer to record his complaint
Post the conversation, a ticket is created and an SMS is sent to the customer and the mobile number mentioned as notify number in your configuration with the ticket number.
If the customer selects to record his complaint over the call in the initial menu, he is given the option to do so.
If the customer wishes to check his ticket status, he is prompted to enter the ticket number followed by #.
Note: The above flow is created for you by default. You can modify the flow as per your requirement.