Slack, Microsoft Teams, issue trackers, CRM and marketing tools

These integrations are part of Cliedesk Pro. People with the Manage integrations permission (admins) set them up in Settings → Developer → Slack and Teams, Settings → Developer → Issue trackers and Settings → Developer → CRM and marketing.

Connect Slack

You can connect one or more Slack workspaces.

• With a bot token: create a Slack app, install it in your workspace, then select Connect. Choose Slack, and enter the Bot token and the Signing secret of the app.
• With “Add to Slack”: open “Add to Slack” with your own Slack app. Enter the Client id, Client secret and Signing secret, select Save Slack app, then Add to Slack.

In the Slack app settings, paste the addresses that Cliedesk shows on the connection: the Event subscriptions request URL (subscribe to message events), the Interactivity request URL and, for “Add to Slack”, the OAuth redirect URL. Add a message shortcut with the callback id cd_create_conversation.

Connect Microsoft Teams

Register a bot for Teams (an Azure Bot). Select Connect, choose Microsoft Teams and enter the Bot app id and the App password (client secret). Set the bot’s messaging endpoint to the Bot messaging endpoint that Cliedesk shows, then add the bot to a team. To create conversations from messages, add a message action with the command id createConversation.

A Teams connection works for one Microsoft 365 organization (tenant). You can enter its Microsoft 365 tenant id. If you leave it empty, Cliedesk uses the tenant of the first team the bot joins. Messages from other tenants are ignored.

What you can do from Slack and Teams

• Posts by rule. In a rule, add the action Post to Slack or Teams. Leave the channel empty to use the Default channel id. For example: when a conversation is created and the priority is Urgent, post it.
• Threads. The first post about a conversation starts a thread. Later posts, replies, notes, status changes and assignments go into that thread (turn on Post updates into conversation threads).
• Write in the thread. A message in the thread becomes an internal note. Start it with reply: to send it to the customer, or with note:. You can change the default in A message in a conversation thread becomes.
• Approve or reject. Posts show Approve and Reject for approvals that wait. The decision is saved in the approval, with the person and “Decided in Slack” or “Decided in Microsoft Teams”.
• Personal posts. Turn on Send personal posts to agents (direct messages). Agents then also get their mentions, approval requests and deadline warnings as direct messages. Their own notification settings still decide what they get. For a mention, Answer adds the answer as an internal note.
• Create a conversation from a message with the message shortcut (Slack) or message action (Teams).

Cliedesk matches people by email. A person whose Slack or Teams email is not the email of a Cliedesk agent is refused. People from other Slack workspaces (Slack Connect), Teams guests and people from other Teams tenants are also refused. Select People on a connection to see who is matched.

Issue trackers

Connect Jira, Linear, GitHub, Trello or Asana with Connect. Each tracker needs its own settings, for example the Jira site address, account email, project key and API token. If you change the Jira site address to another server, Cliedesk removes the saved API token: enter it again.

In a conversation, the Issues card in the side panel shows the linked issues and their status.

• Create issue makes an issue in the tracker with a link back to the conversation.
• Link issue links an existing issue: enter its key, number or link. One issue can be linked to many conversations and trackers.
• Mark done and Reopen change the issue in the tracker. Unlink removes the link.

Status and comments come back from the tracker. Paste the Webhook address into the tracker’s webhook settings with the webhook secret. For Trello and Asana, select Create webhook. Without a webhook, Cliedesk reads the issues every 5 minutes. New comments in the tracker become internal notes.

When an issue is done, Cliedesk reopens its linked conversations and adds a note. It also writes a customer update from a template and waits for approval. The assignee or an admin approves it in Approvals, and then the reply is sent. In rules, use the actions Create an issue in a tracker and Link an issue from a tracker.

CRM sync

Connect HubSpot, Salesforce, Pipedrive, FluentCRM or Jetpack CRM in Settings → Developer → CRM and marketing. Select Connect a tool, choose the Service and enter its credentials. Credentials are kept in the encrypted credential vault. FluentCRM and Jetpack CRM are plugins on your site: they need no credentials, only the plugin.

The Field map says which fields are synced and in which direction:

• Cliedesk → CRM: changes in Cliedesk go to the CRM.
• CRM → Cliedesk: changes in the CRM come to Cliedesk.
• Both ways: changes go both ways. When both sides changed the same field, the latest change wins.

Contacts are matched by email, organizations by domain or name. Cliedesk reads CRM changes every 5 minutes. For faster updates, paste the Inbound URL into the CRM’s webhook settings (HubSpot: also enter the app client secret; Pipedrive: use the webhook user name and password). Salesforce is read every 5 minutes.

Options:

• Keep the mapped fields in sync
• Create Cliedesk contacts for new CRM records and Create CRM records for new Cliedesk contacts (both off at first)
• Log resolved conversations as CRM activities: when a conversation is resolved, a note or task with the subject, status, tags, agent and the last customer message is added to the customer’s CRM record. An AI summary is coming in a later version.

In a conversation or on a contact, the CRM card in the side panel shows the customer’s CRM fields. If the customer is not in the CRM, select Create in … or Create a lead in …. Rules can do the same with the actions Create the contact in the CRM and Create a lead in the CRM.

Marketing, SMS and feedback tools

Connect Klaviyo, Mailchimp, MailPoet, Segment, Attentive or a feedback tool such as Nicereply in the same place. Choose which events to send with Send these support events: a conversation is opened, resolved, rated (CSAT) or its tags change. Events include the conversation’s tags and CSAT answer. Cliedesk does not build campaigns.

People are added to a list or subscribed (Klaviyo list, Mailchimp audience, MailPoet list) only when they gave marketing consent in Cliedesk. Without consent, Mailchimp keeps them as transactional contacts.

SMS replies: when a customer answers an Attentive or Klaviyo SMS campaign, the reply becomes a conversation on the SMS channel. Earlier campaign texts show as internal notes, and earlier replies as customer messages. To set it up, paste the Inbound URL into Attentive’s webhook settings (with the signing key) or into a Klaviyo flow webhook (with the header X-Cliedesk-Token). Turn off Turn SMS replies into conversations to stop this.

Status and errors

Each connection shows Active, Paused, Failing or Plugin not active, its last run, the number of linked records and the last error. Select Test to check the credentials, Sync now to read CRM changes at once and Log to see every sync, activity, event and inbound call. A failed inbound call can be run again with Handle again. Failing connections also appear in Setup Health.