3rd-Party Integrations

 

Setting Up 3rd-Party Integrations to Relay Desktop

All the integrations are done at the partner team level. If partner users are not able to view/access their teams to set up their integrations it may be due to their user account lacking the Manage Partners permission. Before setting up any integrations, make sure the popup blocker is disabled. For setting up any integration, follow the steps mentioned below.

Step 1: On the left Navigation panel click Organizations -> Teams and click the pencil icon on the Org Team you want to add an integration to from the list.

Accessing the Edit Team view in Relay.

Accessing the Edit Team view in Relay.

Step 2: In the Edit Org Team screen go to the Integrations tab and click the Add button.

Adding integrations to teams in Relay.

Adding integrations to teams in Relay.

Step 3: Select the integration that is needed to be set up in the Type drop-down.

Choosing an integration type for a new integration.

Choosing an integration type for a new integration.

 

Email

Email Inbox Monitoring (Email Inbox-to-Issue Creation)

There are two ways to automatically turn emails into Issues in Relay. Forwarding and IMAP.

Forwarding

The easiest way to set up an email integration is to use forwarding.

Each Team in Relay has a dedicated email alias that you can forward an email address to and it will automatically create an Issue for each new inbound email and assign them to that Team.

Step 1: Go to Teams -> Additional Settings

Step 2: Turn on Enable Team Email for Issue Creation

Step 3: Forward all emails in your email inbox (e.g. support@mydomain.com) to the email address shown (e.g. inbox.abc-123@orgname.thinkrelay.com).

Relay Email Integration

 

IMAP Integration

IMPORTANT: You will need to enable POP with your email provider in order for the following email integrations to work. A Google search will provide you with instructions for setting this up.

This integration allows you to set an email inbox that will automatically create Issues in Relay when emails are sent to it.

Step 1: Go to Teams -> Integrations -> Add -> Email Inbox Monitoring as the Type

Step 2: Complete the rest of the required fields.

  • IMAP Hostname: You can easily find this online with a quick Google search. For example, for Gmail it is imap.gmail.com.
  • IMAP Port: This also varies based on your email provider and can be easily found with a Google search. For Gmail, it is 993
  • IMAP Username: The username you use to log into your email provider which is usually your email address itself.
  • IMAP Password: The password you use to log into your email provider.
  • IMAP Authentication (SSL): Defaults as Yes. Keep it set to Yes.
  • IMAP Validate Certificates: Defaults as No. Keep it set to No.
Setting up the Email Inbox Monitoring integration in Relay.

Setting up the Email Inbox Monitoring integration in Relay.

 

Gmail Email Integration

To learn how to properly enable POP and IMAP to support an integration with Gmail click here.

 

 

Facebook

Facebook Messenger-to-Boomtown Inbox

This integration allows messages sent to a Facebook page to go to a specific team’s chat inbox in Relay.

Step 1: Go to Teams -> Integrations -> Add -> Facebook Messenger as the Type

Step 2: Once the Type selection is made, a popup will appear which will take the user to a help screen which has the information about setting up a Facebook Messenger integration and additional settings to be done in Facebook.

Prerequisite setup for the Facebook Messenger integration.

Prerequisite setup for the Facebook Messenger integration.

 

 

Facebook ‘Get Support’ Button

This button will allow Facebook to automatically create an Issue in Relay.

On clicking the ‘Get Support’ button on the organization’s Facebook page, the user will be directed to this page with a welcome message and will be asked to provide Issue details. The logo and the buttons on this page are private labeled and can be updated based on the team on which the integration is done.

'Get Support' Button in Facebook.

‘Get Support’ Button in Facebook.

 

Slack

Step1: Select Type as Slack Messaging in the drop-down and Click Save and Exit.

Setting up a Slack integration in Relay.

Setting up a Slack integration in Relay.

Step2: Select your Slack Team

Step3: Select the channel where you want to post the messages

Step 4:Click Authorize. This will set-up one way integration from Boomtown to Slack.

In order to send messages from this Slack channel back to Boomtown Chat, please follow these steps. These images and instructions are shown upon completing the authentication process.

Step 1: Go here and click to installhttps://integrationtestinghq.slack.com/apps/A0F7VRG6Q-outgoing-webhooks.

Step 2:Click on the green “Add Outgoing WebHooks Integration” button at the bottom of the page.

Step 3: Integration Settings

  • Scroll down to “Integration Settings” to configure Boomtown as the recipient.
  • In the “Channel” drop down menu, select the channel that was just setup to receive messages from Boomtown.
  • Leave “Trigger Word(s)” empty to send all chats to your Boomtown chatroom and paste this url into the “URL(s)” field.
  • The exact URL required can be found in Step 3 (see screenshot below)

Step 3 of the Slack Integration.

Step 4: Save Settings

  • All remaining fields are optionally customizable and will not affect message delivery to Boomtown.
  • Click green “Save Settings” button and you’re all finished!

LINE App

This integration resembles our Facebook Messenger integration from a functional standpoint. Users will be able to message directly to Relay team rooms and create support tickets when they need help.

To set up the messaging integration:

  1. Go to Teams -> Edit Team -> Integrations -> Add

  2. Select Line App in the drop-down.

  3. Enter the Channel ID, Channel Secret, and Channel Access token which you can find in the account information in LINE.

  4. Select the configuration of Auto-Create Issues (Yes/No) depending on the Team preference.

  5. If Auto-Create Issues is set to Yes, then you will need to select the issue type and owner team in order to route the issue to the right audience.

  6. If Auto-Create Issues is set to No, then the incoming chats from the LINE app will go directly to the team’s public chatroom.

Setting up a Line App integration in Relay.

Setting up a Line App integration in Relay.

 

Ticketing Integrations

All the ticketing integrations are one-way integrations to the customer ticketing system that includes the following:

Boomtown Issue ID

Issue Type

Issue Category

Resolution Status

Boomtown Owner (Admin)

Log Notes

Partners will need to log into the Relay Desktop to post comments in the log.  Any log notes with partner visibility will be forwarded to the ticketing system.A two way integration is customization that can be spec’d and paid for by a partner.

NOTE: It is best to have the partner user authenticate with a generic user account, like boomtown@my_provider.com instead of any one person because that account will be responsible for all the incoming activity in their ticket system.

Freshdesk

Step 1: Select Type as Freshdesk in the Integration Setup.

Setting up a Freshdesk integration in Relay.

Setting up a Freshdesk integration in Relay.

Click Yes, Show me how to find the steps mentioned below.

Step 2: Enter your subdomain name: Exampleprovider.freshdesk.com

Step 3: Find the API Key by following the steps below.

  • Log in to your Freshdesk account

  • Click on your Profile Picture on the top right and select “Profile Settings”

  • In the sidebar on the right, you will find the API Key

  • Copy-paste this to Relay Desktop

NOTE: If you reset the API Key it will deauthorize Relay Desktop from connecting to your helpdesk. You will need to setup a new integration with the new key to continue using it again.

Step 4: Select Auto Case Creation to be as preferred by the team”

Step 5: Save and Exit

Salesforce.com

Step1: Select Type as Salesforce.com in the Integration Setup. Select the preferences and click Save and Exit

Step 2: Click the Authorize or Re-Authorize button and enter your salesforce login details to authorize the integration.

Salesforce.com Custom Fields

NOTE: Before you perform the following steps you must first create specific Custom Fields in Salesforce. Below is the list of Custom Fields that you should configure for the ‘Case’ Object. Salesforce automatically adds the __c after the Custom Field name so no need to add that yourself.

Boomtown Custom Fields for ‘Case’ Object:

  • *BT_Category__c    Text (255)    False
  • BT_Issue_ID__c    Text (255)    False
  • *BT_Owner__c    Text (255)    False
  • *BT_Resolution__c    Picklist    False
  • *BT_Type__c    Picklist    False
  • BT_Device__c    Text (255)    False
  • BT_Device_Severity__c    Text (255)    False
  • BT_Equipment_Tags__c    Text (255)    False
  • *BT_IDR_Issue__c    Long Text Area (2000)    False
  • BT_IDR_Resolution__c    Long Text Area (2000)    False
  • *BT_IDR_Diagnosis__c    Long Text Area (2000)    False
  • BT_Name__c    Text (255)    False
  • BT_Parent_ID__c    Text (255)    False
  • BT_Source__c    Text (255)    False
  • BT_Special_Notes__c    Long Text Area (2000)    False
  • BT_Support_Tags__c    Text (255)    False
  • BT_URL
    *denotes a bi-directional sync between Salesforce.com and Relay.

Step 1: Click ‘Setup’ top right after login

Step 2: Search for ‘Workflow’ in left nav search, select ‘Workflow Rules’ underneath Create -> Workflows & Approvals

Setting up Salesforce custom fields.

Step 3: Click ‘New Rule’

Step 4: Select ‘Case’ or ‘Case Comment’ as Object
NOTE: This integration only supports ‘Case’ and ‘Case Comment’ as the Object.

Setting up Custom Fields in Salesforce.

Possible objects, Boomtown configured to accept Case and Case Comment

Possible objects, Boomtown configured to accept Case and Case Comment

 

Step 5: Configure workflow rule as desired

NOTE: When defining Evaluation Criteria if you don’t want to send all issues to Relay then select the 3rd option ‘created, and any time it’s edited subsequently meet criteria’ and specify the criteria for when the issue should be sent to Relay.

Setting up Custom Fields in Salesforce.

Step 6: Click ‘Add Workflow Action’

Step 7: Select ’New Outbound Message’

Setting up Custom Fields in Salesforce.

Step 8: Configure callback to Boomtown

Step 9: Endpoint URL must be specific to a single Partner Team by including its ID. NOTE: Do not include the <> surrounding the ID or you will get an error. You can find a Team’s ID in the Edit Team window as shown in the screenshot below. https://api.goboomtown.com/handlers/salesforce.php?partner_team=<partner_team_id>

Finding the Org Team ID in Relay.

Finding the Org Team ID in Relay.

 

Step 10: Select all Boomtown (prefixed with BT) object fields to submit

Setting up Custom Fields in Salesforce.

Step 11: After saving click ‘Done’ and then click ‘Activate’ next to the new workflow

Activating a workflow rule in Salesforce.

 

Desk.com

Step1: Select Type as Salesforce Desk(desk.com) in the drop down menu. On the popup click Yes, show me how which will provide you with the step by step instruction to setup the integration. The steps are also mentioned below.

Setting up a desk.com integration in Relay.

Setting up a desk.com integration in Relay.

Step 2: Login to your Desk.com admin portal and navigate to the ‘Settings’ > ‘API’ > ‘My Applications’ OR Goto your_subdomain.desk.com/admin/settings/api-applications.

Step 3:Click to add a new app and save it with these settings:

Step 4: Copy the ‘Key’ and ‘Secret’ from your new app and paste the values back into the Relay Desktop. Enter your Desk.com sub-domain and select your integration preferences before saving.

 

Zendesk

Step 1: Select Type as Zendesk and enter your subdomain (Example: If your subdomain is partner.zendesk.com, enter partner in the field and select Auto Case creation depending on the use case. You can also customize the name and description of the Zendesk integration and set whether or not it is enabled.

Step 2: Set whether or not you’re integrating with custom fields in Zendesk. If you select Yes, you will see a list like the one in the screenshot below. Enter the ID for the custom Zendesk field(s) which you want to receive data from Relay.

Setting up a desk.com integration in Relay.

Setting up a desk.com integration in Relay.

 

The following Zendesk custom fields can be integrated with Relay:

  • Category
  • Issue ID
  • Owner
  • Resolution
  • Type
  • Name
  • IDR Issue
  • IDR Diagnosis
  • IDR Resolution
  • Parent ID
  • Source
  • Equipment Tags
  • Support Tags
  • Device

Step 3: Click Allow on this page to complete the setup.

 

General API Integrations (HTTP WebHook)

 

Setup

This integration broadcasts an event in the form of an HTTP POST request in real-time to the provided URL. The receiving URL interprets and acts on the information as needed which may include performing follow-up requests to the Boomtown API for additional (structured) information in order to drive custom workflows and allow for comparable integrations like those with 3rd party ticketing systems to be done within a custom application.

Common uses for this include sending issue status changes from Relay or user presence changes when the user toggles between being Available / Unavailable in Relay.

Step 1: Click the Integrations icon from within the Edit Team window.

Step 2: Click the Add button.

Adding an integration to an Org Team in Relay.

Adding an integration to an Org Team in Relay.

 

Step 3: Choose the Generic HTTP in the ‘Type’ selection list. The Name, Description, and Status fields are automatically populated but can be customized to your liking. Not that in order for the Integration to work you need to have the ‘Status’ field set to Enabled.

Step 4: In the Integration URL field enter the web address where the event should be sent.

Step 5: There are several checkboxes which allow you to specify what events to send to the specified integration URL address. You should only select the checkboxes for the events that you want/need.

Setting up a HTTP webhook integration in Relay.

Setting up a HTTP webhook integration in Relay.

Code Snippets

Example Issue Update
{
"event":"issue_updated",
"id”:”ABCD123-XYZ-345EFG",
"description":"Reported By\nACME DESIGNS (#ACMEDESIGNS)\nRYAN SMITH (@RYANSMITH)\nRYAN@ACMEDESIGNS.COM\n+1 (555) 123-4567\n\nActive User\nBoomtown (#Boomtown)\nJamison Puckett (@jamison)\njamison@goboomtown.com\n+1 (415) 690-1610ext: 162\n\nLocation\n123 HWY 9\n123 HWY 19 SUITE 200\nALPHARETTA\nGA, 30004\nUnited States\n+1 (770) 821-9897\n\nIssue\nId: ABCD123-XYZ-345EFG (#ABCD123-XYZ-345EFG) \nReference #: 17-0001-000\nReported: 2017-07-20 08:54:23\nUpdated: 2017-07-20 08:55:43\nType: Work Order\nCategory: Terminal Activation\nParent Issue: \nStatus: Preparing\nResolution: Not Set\nDetails: \nIssue/Symptoms/Questions: \nSteps Taken: \nResolution Details:",
"subject”:”Acme Designs Work Order 17-0001-000",
"update":[
" wrote:\n\nAssigned to Boomtown\n\n\n\n\nChange Log:\n\nId: ABCD123-XYZ-345EFG nReference #: 17-0001-000\nMember: Acme Designs\nMember Location: 123 HWY 19\nMember User Name: Ryan Smith\nIssue Category: Terminal Activation\nIssue Created: 07/20/2017 08:54\nUpdated: 07/20/2017 08:54\nSource: relay\n"
]
}
Example Issue Log Entry

{
"event":"issue_log_created",
"id":"ABCDEF-GHI-JKLMNO",
"update":[
" wrote:\n\nAssigned to Boomtown\n\n\n\n\nChange Log:\n\nId: ABCDEF-GHI-JKLMNO\nReference #: 17-0001-000\nMember: Acme SERVICES\nMember Location: 123 N. MAIN ST\nMember User Name: David Smith\nOrg User(s): Tara Jones\nIssue Owner: Admin\nIssue Category: Terminal Activation\nCategory Confidence: 1\nIssue Created: 05/16/2017 14:00\nUpdated: 05/16/2017 14:00\nSource: relay\n"
]
}

 

User Presence Integrations

User presence integrations allow your support-based systems to interact with Relay to improve productivity and efficiency. As an example, Relay can send a status event when a user switches to an ‘Unavailable’ status in Relay to a phone system, which can then cause that phone line to be removed from a support queue. Likewise, a third-party phone system could send a status event to Relay when a user changes to an available status on their phone, which would automatically switch their status to ‘Available’ in Relay and move them to a higher priority in the issue advertisement queue. Other use cases for this include email routing and chat availability.

An integration from a third-party system to Relay is also available for partners but requires a coded integration from the application to api/v2, specifically providers/users/put (which is where the present status can be set).

All requests are sent with a content type of application/json and there is no receipt confirmation needed; the listening script may output anything or nothing.

Relay to Third-Pary Integration

Step 1: To set up a Relay to third-party user presence integration you will first need to set up an HTTP webhook integration in Relay. For detailed instructions on doing so see the section directly above.

Step 2: Make sure you check the checkbox for user presence as shown in the screenshot below. This will send a status event to the integration URL address specified each time there is a user presence change in Relay.

Setting up a user presence integration in Relay.

Setting up a user presence integration in Relay.

 

Code Snippet

Example User Presence Change
{
"event":"user_presence_change",
"id”:"ABC",
"presence":"Offline",
"email”:”johndoe@somebiz.com",
"phone_number”:”+1 555 123-4567",
"phone_ext":""
}

 

Third-Party to Relay Integration

Boomtown’s partners can push event status updates to Relay. To learn more about this capability visit developers.goboomtown.com.