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Why use HelpDocs?

Convertalk integrates with HelpDocs to enhance self-service customer support by providing instant, automated responses based on the knowledge base. By combining Convertalk’s conversational AI with HelpDocs’ article library, businesses can guide users to relevant articles, answer FAQs, and resolve issues without human intervention, all while ensuring that the knowledge base stays up-to-date and easily accessible.

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Benefits of using HelpDocs:

  • Instant Access to Knowledge Base: Automatically guide users to the most relevant HelpDocs articles based on their queries.
  • Enhanced Self-Service Support: Reduce support ticket volume by empowering customers to find solutions independently.
  • Improved Efficiency: Automate repetitive support tasks by providing AI-driven responses to common questions.
  • Real-Time Knowledge Updates: Ensure the chatbot delivers up-to-date information by syncing Convertalk with the latest HelpDocs content.

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Integrate Convertalk with Helpdocs:-

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Step 1 of 5: Login to Convertalk Account and Select Application to Integrate

  1. Login to your Convertalk account, and select the Bot you want to integrate with HelpDocs.
  2. Now, click the**‘Integrate’ tab.**

  3. The Integrate window will open up. Make sure you are in the “All Integrations Tab.”
  4. A list of all native integrations for Convertalk will be available in this window.
    • Now find HelpDocs by:-
    • Either scrolling down the list
    • Or by typing in ‘HelpDocs’ in the search box with the placeholder “search integration by name”
  5. Now click on the ‘connect’ button as shown below.

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Step 2 of 5: Find your Authorization Key/Token in App Account

  1. To complete the process, you need to fill out:-
    • The API Token

  2. The API Token:-
    • Click The settings button, under your profile icon on your Helpdocs dashboard.

  3. Here, navigate to the API Tab.
  4. Now, you need to create an API Key. Click on the ‘Create Key’ button.

  5. It will generate an API Key. The name of the first key you generate will be “Unnamed.”

  6. Click on the three dots icon and click on edit to configure your API Key. Now, a separate window will appear.

  7. Here you can rename your API Key. Also, toggle the read and write permissions for your API Key.
  8. Moreover, copy your API Key from here to paste it into your Convertalk Account.

  9. After Making Changes, click on Save Changes.

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Step 3 of 5: Enter Authorization Details and establish connection with your App

  1. After filling out the API key, click Connect.

  2. Look for the notification “Integrated Successfully” for confirmation.

  3. Also, your HelpDocs integration will show the message **Installed **in the Integration List.

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Step 4 of 5: Set up Mapping Parameters

  1. Now, as the connection of the Convertalk and HelpDocs is established, you need to map the **parameters (fields) of HelpDocs **to the user response of the Convertalk question.

  2. You can use the +Add Parameters button to add more fields.
    • For example, you select a question from All bot questions/components: Please provide your name?
    • Then, you map it with the parameter -Name.
    • As a result, this mapping will enable integration to send the user’s response from
    • Convertalk to the Infobip’s **Name **field in the leads. Similarly, for integration to work correctly, you must map all other questions/ components of your Bot to Infobip fields.
    • Please note that these queries/questions options will be auto fetched from your bot chat flow, So make sure you configure your chat flow first.

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Step 5 of 5: Test your Integration Set up with Data

Once you have established a connection between ** Convertalk** and HelpDocs and complete the mapping, you are ready to go for your first test lead. You can test your integration setup by creating a dummy lead on the bot. This lead should appear in your Convertalk dashboard and in the HelpDocs you have integrated.

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Still Not Working, Let’s Troubleshoot!

If you are not getting dummy lead from your Bot to HelpDocs, it may be due to the multiple reasons:
  • Wrong Authorization Details added- You will be required to check and see if all the authorization credentials such as Token, API key,and/or URL has been entered correctly.
  • Wrong Mapping Set up - Your mapping with Convertalk Question and HelpDocs parameter is either incorrect or you haven’t added any mandatory parameter.
  • Free plan- You are not subscribed to the paid plan on Convertalk as integration works only in paid plan.