FreeScout Integration

Обзор

FreeScout is the free, self-hosted help desk that support teams run instead of Help Scout or Zendesk. The Asyntai module reads each customer email, writes an answer from your knowledge base, and puts it in the conversation as an unsent draft. Your agent edits it and presses send.

Как это работает

1. A customer emails your support mailbox and FreeScout stores the conversation.
2. The module sends the subject and the message text to Asyntai.
3. Asyntai writes an answer using your knowledge base.
4. The module puts that answer in the conversation as an unsent draft.
5. Your agent opens the conversation and the reply is already written.

Требования

• FreeScout 1.8.0 or later.
• Administrator access to FreeScout.
• Your server must be able to reach asyntai.com over HTTPS.
• An Asyntai account. Drafting works on every plan, including the free one.

Установка

1. Copy the Asyntai folder into the Modules folder of your FreeScout.
2. Open Manage, then Modules, and activate Asyntai.
3. Open Manage, then Settings, then Asyntai.
4. Press Link this help desk to Asyntai, sign in, and choose a website.
5. Turn Draft replies on and press Save.

Настройки

• Draft replies — turns the module on or off.
• Put the answer in — an unsent draft reply, or an internal note. A note is visible to agents only and can never reach a customer.
• Mailboxes — which mailboxes to draft for. Leave every box unticked to draft for all of them.

Better Drafts

The draft is only as good as what Asyntai knows. Add your refund policy, delivery times, opening hours and common answers to the knowledge base, and the drafts stop being generic.

Open the Knowledge Base page in your Asyntai dashboard to add them.

What Is Sent To Asyntai

For each customer message: the subject, the message text, the customer email address, and the FreeScout conversation number. Nothing else. No agent names, no mailbox passwords, and no other conversations.

Messages from a machine address, for example a no-reply or a bounce address, are never sent. Drafting a reply to one wastes your monthly allowance and leaves an answer nobody can send.

Как его удалить

Deactivate the module under Manage, then Modules, and delete the folder. Drafts already written stay in FreeScout, because they are ordinary FreeScout threads.

Нужна помощь?

Email us at [email protected] and we will help you set it up.