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How can I add SnapCall in my bot configuration?
Alessandro Angioni avatar
Written by Alessandro Angioni
Updated over a week ago

There are mainly two ways to add SnapCall services within a bot, both of them have their advantages so we suggest selecting the one you prefer according to your goal and objective:

Use dynamic link (Public Page or Flow)

The easiest way to add SnapCall to your bot is to add a Public Page link into the configuration flow. For example, you can create a similar configuration as the one below:

  • Client would be given a set of options to contact support, one of them would redirect them to SnapCall

  • When client clicks on the SnapCall options, a bot message would pop up on the widget. The message has a button, with a link to open the Public Page in another tab

  • When client record a video using the URL, SnapCall creates a ticket into the preferred CRM

This way, you can for example provide customers with a set of option (record a video, their screen etc) to reach out your support team, or you can define what they will be required to do by customizing your link. Head to this guide to learn more about Public Page link customization.

If you'd your customers to record a video but you want them to be more specific about the information they need to capture, you can add to your bot a link to a specific SnapCall Flow. Head here to learn more about how to create one or here if you have more questions related to our Public Page.

We also have a guide to add a Flow into a chatbot configuration.

Adding a link is the fastest and easiest way to add SnapCall to your bot, as you won't have to set up API Calls or other parameters to make the whole configuration works. If you want SnapCall to create a brand new ticket instead of updating an existing one, all you need to do is to make sure both your SnapCall and CRM workspace are connected. Head here to learn more about this.

The downside of this approach is that the ticket created on your CRM (like for example Zendesk) can't be customized: it will have the same title, description and the media will be the one uploaded by the client using SnapCall. If you need the ticket created to have specific custom fields, tags or information, head to the configuration below.

API Integration

If your chatbot supports this, you can define API calls into your configurations, so that when you create a ticket to your CRM using this method, you can define its title, description, tags and so on.

Once the ticket is created via API, you can store its id as a dynamic value and add pass it to SnapCall by injecting this value into your Public Page URL.

As mentioned in this article, our Public Page URL support the possibilities of storing multiple values and most of the chatbot available in the market have the possibility to inject dynamic values into messages, URLs and more via dynamic field (also knows as placeholders in Zendesk).

In order to configure the API call to generate a ticket into your CRM, please refer to their FAQ. By using our SnapCall Public Page, you avoid the need of setting up an additional API call into your chatbot flow and so you can simplify your configuration further.

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