Zingtree's integration with Kustomer includes the following features and benefits:

• Seamless Integration: Access Zingtree directly from the Kustomer Insight Card for a smooth and intuitive experience.
  • Bidirectional data transfer: Dynamically pull/push data between objects and Zingtree so your agents can work out of one place. We support data transfer for both standard and custom attributes on Kustomer.
  • Pause & Resume: Transfer cases/tickets in Kustomer from one agent to another, and retain context and tree history.
    
    
• Automated Actions: Enhance the customer service experience with Zingtree's automated actions on a "Conversation".
  • Quick Notes: Add notes to the conversation with just a click.
  • Status Updates: Mark conversations as "Done" with ease.
  • Priority Management: Update the priority of a conversation with a click.
  • Tag Management: Quickly add tags to keep your customer interactions organized.
  • Update Attributes: Transfer data to attributes on a "Conversation".

STEP 1 - Application Installation 

• In Kustomer go to Apps > App Directory > Explore Directory and search for Zingtree.

• Click on the Zingtree App and then click on Install

• Fill in the mandatory configuration details:
  • Domain_Name: in this field enter:

    https://zingtree.com/

  • Zingtree_Api_Key: You can find your Zingtree API key in the Zingtree application. Go to Account > Organizations & Billing > API & Data to copy your organization's API key.
    
    
  • Tree_ID: This is the ID of the tree that you want to display in Kustomer. You can find your Tree ID in Zingtree. Open the tree in the editor and go to Information > Support to copy that tree's ID.

• Click on the Install button.

STEP 2 Application Configuration

In Kustomer, go to Apps > Zingtree Settings and set up the configuration.  See below for a description of these fields.

Custom_Data_Fields: List of attributes to be transferred from Kustomer (customer object) to Zingtree. You can find your customer Klasses in Kustomer from Settings > Platform > Klasses. Open the appropriate Klass and copy its attribute name. Then add each one to the Configuration Settings as a pipe-separated string like this (for example):

firstnameStr|lastnameStr|usernameStr|emailsStr

Domain_Name: Zingtree domain name. In most cases, you'll enter https://zingtree.com/ here.

https://zingtree.com/

Feedback: Flag to enable/disable Agent Feedback. It overrides the value set on the tree's settings in Zingtree. 

• 1 = Enable
• 0 = Disable 

History: Flag to enable/disable History. It overrides the value set up on Zingtree

• 1 = Enable
• 0 = Disable 

Kustomer_Endpoint: This is the base endpoint for the Kustomer API. Enter this:

/V1

Tree_ID: This is the ID of the tree that you want to load on the insight card. You can find your Tree ID in Zingtree. Open the tree in the editor and go to Information > Support to copy that tree's ID.

Zingtree_API_Key: You can find your Zingtree API key in the Zingtree application. Go to Account > Organizations & Billing > API & Data to copy your organization's API key.

Note: If you wish to set up authentication, make sure you enable it on the tree's Settings > Security tab by checking "Require login via user credentials or API key". 

STEP 3 Zingtree Display

Once the configuration is set up correctly, your users can see the configured Zingtree on the right side of the Insights card section.

Note: To make the Zingtree content (font) styling and other attributes display well in the side-bar area add the following URL to your tree's Settings > Rendering section. This is recommended but optional:

https://s3.amazonaws.com/zingtree-uploads/docs%2F1682189009848-kustomer.css

STEP 4 - Set up data transfer between Zingtree & "Customer" Object 

Data Transfer from Kustomer to Zingtree: 

The data is transferred from Kustomer to Zingtree when the tree loads via an iFrame URL. The fields that need to be transferred are listed (separated by ‘|’), in the Custom_Data_Fields of the App configuration page. Like this for example:

firstnameStr|lastnameStr|usernameStr|emailsStr

Both Standard and custom attributes can be passed to Zingtree. To enable data transfer, make sure that your Zingtree variable names match exactly with the Attribute name in Kustomer (customer object).

• To display the value in Zingtree, surround the variable with hashtags like this for example:

  #firstnameStr#

• To display within the data entry field: Create a Data entry field with a variable name that matches the Kustomer attribute name.

You find the standard fields and create custom fields in Kustomer under Settings > Platform > Klasses > Customer

Data Transfer from Zingtree to Kustomer: 

The data is passed from Zingtree to Kustomer (Customer object) as the tree progresses.

Both Standard and custom attributes can be passed from Zingtree to Kustomer. To enable data transfer, make sure that your Zingtree variable names match exactly with the Attribute name in Kustomer (customer object).

• In Zingtree, create a data entry field or button click variable. Name the variable exactly the same as the Attribute name in Kustomer (customer object):
  

• The name of the variable should match the name of the attribute in Kustomer to enable data transfer between the fields.

STEP 5 - Automated Actions

Zingtree can automate actions in Kustomer like:

• Update the priority of a Conversation.
• Add tags to a Conversation.
• Update the status of a Conversation.
• Add notes to the Conversation.

Priority Management: Update the priority of a Conversation with a click.

• Create an ‘Action Button’ (or Multiple action buttons) on a node. 
• Select ‘Variables(s) to select on button click’
• Create Variable:

  K_Conversation

• Set up the score/value on the Action Button. In the example below we are setting the Conversation Priority to 5:

  priority:5

Note: You can accomplish the same using Data Entry Fields as well

• When the user clicks the configured action button in Zingtree, the priority of the Conversation will be updated based on the value of the score variable.

Tag Management: Quickly add tags to keep your customer interactions organized.

• Create an Action Button (or Multiple action buttons) on a node. 
• Select Variables(s) to set on button click
• Create Variable:

  K_Conversation

• Set up the score variable on the Action Button/s: ‘tags: (tag value to be updated). For example:

  tags:Shipment

• When the user clicks the configured action button in Zingtree, the tags will be added to the Conversation in Kustomer based on the value of the score variable.

Note: You can accomplish the same using Data Entry Fields as well

Status Updates: Mark conversations as "Done" with ease.

• Create an Action Button on a node.
• Select Variables(s) to set on button click
• Create Variable:

  K_Conversation

• Set up the score variable on the Action Button: for example:

  close:done

• When the user clicks this button in Zingtree, the Conversation will be marked as Done in Kustomer.

Note: You can accomplish the same using Data Entry Fields as well

Quick Notes: Add notes to the conversation with just a click.

Zingtree variables can be configured to add notes. 

• In the content area of the node, include these template tags: [[COPY-AREA]] and [[/COPY-AREA]]. Anything between these tags will be transferred as notes. You can grab these tags from the content editor like this:
  

• When the user clicks the Copy to Ticket Notes button, the configured notes will be added to the Conversation as a Private Note.

Update Attributes: Transfer data to attributes on a ‘Conversation.’ 

Zingtree variables can be configured to update standard and custom attributes on a ‘Conversation.’ Let us take an example to look at how we can update attributes on a ‘Conversation.’

• Lets us say we want Zingtree to update the EndedReason attribute in a Conversation.

• Create Variables (Data Entry Fields) in Zingtree that match the attribute value of a Conversation in line with the prescribed syntax. i.e., create a variable (Data entry field) like this:

   K_Conversation_endedReasonStr

STEP 6 - APP Uninstallation

Uninstall the Zingtree app in Kustomer by turning off the active status of the app.

• Go to Apps > Manage Apps
• Look up Zingtree and Open the app
• Turn off the App active flag