In this series of short guides, we'll show you how easy it is to get started with GeckoChat. We'll run through, click-by-click, every challenge you'll face in the beginning as an Administrator. From managing your integration and custom fields to adding users, setting up teams, creating channels that utilise powerful workflows and labels - we've got you covered.
Not an Administrator? Click here for our guide on getting started for Agents.
Managing your integration
A warm welcome to GeckoChat. This article will cover two key aspects of managing your account: setting up your integration and mapping custom fields.
Let's start by logging in to GeckoChat. Click Settings on the navigation bar at the top of your screen.
Now, head to the Integrations tab and click Setup for the CRM system you'd like to integrate with. There's a guide to walk you through setting up each of these integrations here. Once your integration has been created, you'll notice the Setup button has been renamed Manage. Click this now.
On this screen we can choose which attributes in our CRM we link to custom fields within Chat. Click +Add New in the top -right corner.
In the Module drop-down, pick the module you'd like to map an attribute for. In the Field drop-down, pick which attribute within this module that you'd like to track.
From here, you've got two options;
- You could map to an existing custom field.
- You can create a new custom field.
Custom Fields are used by your agents during conversations to collect data which can be pushed back to your CRM. By default, there are four custom fields set up for you: first name, last name, email and telephone.
An example of using these fields might be that if I was wanting to sync the first name for any contacts my GeckoChat agents speak with to the first name field in my CRM, I would pick:
> Map to existing
With this mapping in place, conversations held that result in an email being added to the custom field will be synced back to the Email attribute in your CRM system. So far, so good.
But what if you wanted to find out & sync back to your CRM what level of study a student was interested in, or any other information that isn't one of the default custom fields? Let's use another example:
Field: Level of study
> Create New
Field options in text format: Undergraduate|UG
*note: the above example presupposes an attribute called 'Level of study' in the Contacts module of your CRM.
Go ahead and map some fields to your CRM.
There will be times when you won't want every contact detail to be sent back to your CRM system. Your admissions team might not be interested in knowing that a DM on Twitter is the best way to contact student X - whilst the same information may be imperative to your GeckoCall agents. The solution? Custom Fields.
These fields, shown immediately to the right of the conversation window, are easy to create. Head to Settings > Custom Fields and click +Add New. Here we've got a few options:
- Label - The name of your field as displayed in the conversation view.
- Key - An internal name, to identify your field in Gecko's database only.
- Type - The type of field - text, numerical, date, multiple choice etc.
- Required for Sync - Toggling this on will only allow for contacts to sync with your CRM if this field has a value in it.
Feel free to add as many fields as you'd like. It's easy to change the order of Custom Fields as they display in the chat display (see screenshot above). On the Settings > Custom Fields page simply click the green/ red arrows to move fields up or down.
We've covered a lot of ground in this article. We now have a functioning integration with our CRM and some Custom Fields that our agents will find useful. In the next article, we look at setting up Channels to communicate with students and creating teams/ agents to use our account with us!
Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.