Konnektive

Updated 8 hours ago by Tina

Konnektive is a cloud-based CRM and order management solution that helps optimize, centralize, and automate eCommerce business processes.

Integration Benefits

Display customers and their order information next to tickets and update information tied to a customer and their orders using macros!

Setup Instructions

  1. Obtain Gorgias API Credentials

Navigate to Settings REST API to obtain these credentials.

Be sure to save/copy all fields as they will be required for the CRM setup.

  1. Setup the CRM Plugin

Navigate to Admin Plugins Data Sources and click on the green “+Activate” button on the Gorgias tile

baseUrl - your Gorgias Base API Url used to make requests to Gorgias’ API.

userName - your Gorgias REST API username as it shows in Gorgias.

apiKey - your Gorgias API key (required)

IntegrationId - read-only value that represents the Id of the Gorgias integration.

Once the plugin is activated you should now see a new HTTP Integration and also a few macros to be used with this integration inside of Gorgias!

  1. Verify that the Integration and Widget were successfully created

Integrations can be found in Settings General Integrations. You should see an HTTP integration named “Konnektive Integration”.

The Konnektive Integration pulls orders from the CRM based on the email address used in the ticket.

If the customer exists the widget on the right will populate with the customer’s order data. Please see below.

  1. Verify the Macros were successfully created

Macros can be found in Settings Automation Macros. Once on the Macro page, you should see 10 Konnektive macros.

Konnektive Refund Macro - Allows for a Gorgias Chat rep to issue a refund for a particular order. Can choose between full and partial refunds.

Konnektive Shipping Address Change Macro - Allows for a Gorgias rep to change shipping address details tied to an order.

Konnektive Billing Address Change Macro - Allows for a Gorgias rep to change billing address details tied to an order

Konnektive Cancel Order Macro - Allows for a Gorgias rep to cancel an order. Can issue full refunds.

Konnektive Customer Note Macro - Allows for a Gorgias rep to add a note to a customer record in the CRM.

Konnektive Customer Update Macro - Allows for a Gorgias rep to update info on a CRM customers record.

Konnektive Cancel Purchase Macro - Allows for a Gorgias rep to cancel a CRM Purchase.

Konnektive Pause Purchase Macro - Allows for a Gorgias rep to pause a CRM Purchase.

Konnektive Refund Purchase Macro - Allows for a Gorgias rep to refund a CRM Purchase.

Konnektive Update Purchase Macro - Allows for a Gorgias rep to update a CRM Purchase.

If the Customer ID is needed once applying one of the macros, please make sure to copy it from the Konnetive widget inside the ticket!

Testing

To verify the integration is pulling customer data properly please follow the steps below👇

  1. On your Konnektive dashboard find one customer example and copy their email address
  2. Open Gorgias and create a test ticket for that customer (you can create a new ticket with an internal note or update the existing one)
  3. Check if the Konnektive widget populated on your right-hand-side in the customer's sidebar 🙂
Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!


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