Question

Communication with the client is not transferred to Pipedrive


Userlevel 1

Greetings. We need to implement the script:

When creating a chat in HelpCrunch, check if there is a client (contact) in Piperdrive. If the client is not found, create a client, then create and attach a deal to it (THIS IS IMPLEMENTED).

1. But there is no chat itself (correspondence with the client).

2. When updating or closing a chat (adding messages) - this data is not transferred to Pipedrive.

How can I transfer the correspondence with the client (chat)?


8 replies

Userlevel 7
Badge +6

Hi @Inna,

I understand that the last message data is not getting pushed through. I recommend reaching out to our amazing Support team. They'll be able to investigate the matter further, analyze the logs, and even create a bug report on your behalf. You can easily get in touch with them by clicking on this link: https://zapier.com/app/get-help.

In addition, it would be helpful if you could provide them with a link to this post so that they have a better understanding of the troubleshooting steps you've already taken.

Thank you so much for your understanding and cooperation.

 

Userlevel 1

Hello!

Yes, I understand, that only last message arrives. The problem is that even the last one message doesn’t come.

https://prnt.sc/2DRQW3qHTcP2

https://prnt.sc/QJR_YMJS_Dzi

Userlevel 7
Badge +6

Hi there @Inna,

Thanks for the screenshots. I was able to do some digging into this, and it seems like the triggers for HelpCrunch isn’t able to return the full chat transcript of the chat, and it can only return the last message of the chat like on your screenshot here:

6839f871bd1bebe345780ef853a3fe05.png
(view larger)

If you want the full transcript of the chat, I recommend reaching out to our Support team to create a feature request on your behalf. You can reach our Support team here: https://zapier.com/app/get-help

Hopefully, this helps.

Userlevel 1

This post has been edited by a moderator to remove personal information. Please remember that this is a public forum and to remove any sensitive information prior to posting.

“New Chat Create”.  

 

DATA OUT

 

 

 

 

 

Userlevel 7
Badge +6

Hi @Inna,

I’m jumping in to see if I can help!

You might be running into a bug here. To double-check, could you please send full screenshot of the sample data that is being provided by the “New Chat Create” trigger, and the DATA OUT of the trigger in the Zap History.

Here’s some example screenshots:

680827b4c0f56e51f069db85bf74ec76.png
(view larger)

8813c244ceb99ded992bd1233b29c9a4.png
(view larger)

Please don't include personal information in the screenshot, or be sure blur out any personal information.

Please keep us posted! 😊

Userlevel 1

1) We have a "Create a chat" trigger - after, in Pipedrive "Looking for a Client" by ID. If not found "Creating a Contact" - "Creating a Deal" - "Adding a Note": https://prnt.sc/kHFJxKwqzL_t

Note - selected: https://prnt.sc/m_uEiWnoDgt6, but an empty field arrives in CRM: https://prnt.sc/lvdlfa-IN0wj

2) Also, when the client reapplies, how to find the Deal and the Contact to which to attach messages? By name?

Userlevel 1

Hey there, @Inna - thanks for reaching out in community! We definitely want to help!

If you don’t mind, I’d like to backup to get a better idea for your workflow. 🙂 Just to make sure we’re on the same page which HelpCrunch triggers you’re using? It sounds like they may be the following but definitely want to be sure:

  • New Chat Created
  • Chat Status Updated
  • Chat Closed

Also, would you like the entire transcript of the HelpCrunch chat or would a link to the chat work? Are you able to elaborate a bit more on what you mean by “adding messages”? Is that the specific chat update you’d like to trigger on? 

Thanks so much for your help and looking forward to digging into this with you! 🤗

 

 

A full transcript of the chat is required.

Now the trigger is configured - New Chat Created, but you can also make Chat Closed.

With what trigger is it possible to transmit the full transcript?14:40

Userlevel 7
Badge +9

Hey there, @Inna - thanks for reaching out in community! We definitely want to help!

If you don’t mind, I’d like to backup to get a better idea for your workflow. 🙂 Just to make sure we’re on the same page which HelpCrunch triggers you’re using? It sounds like they may be the following but definitely want to be sure:

  • New Chat Created
  • Chat Status Updated
  • Chat Closed

Also, would you like the entire transcript of the HelpCrunch chat or would a link to the chat work? Are you able to elaborate a bit more on what you mean by “adding messages”? Is that the specific chat update you’d like to trigger on? 

Thanks so much for your help and looking forward to digging into this with you! 🤗

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