Stella Connect

Updated 2 weeks ago by philippe Roireau

Stella Connect is the first platform that connects customer feedback, quality assurance, and coaching, giving CX leaders visibility into service and performance, driving the improvement of frontline teams.

How it works

Stella Connect lets you unlock the full potential of your frontline team with real-time customer feedback, QA, and coaching. With Stella Connect, you can capture agent-level performance insights and use them to:

  • Gain visibility into service performance
  • Streamline and enhance your QA process
  • Deliver in-the-moment coaching
  • Scale your team more cost-effectively
  • Drive sales and retention
  • Power incentive and reward programs
  • Run high impact service recovery programs

Check out this article on their website as well for more detail.

Integration benefits

Our integration enables you to:

  • Set predefined rules to automatically send out feedback requests after tickets are solved
  • Include interaction tags from Gorgias in Stella Connect to enrich the agent-level feedback you receive
  • Link customer feedback within Stella Connect directly to Gorgias tickets for deeper, more actionable context
  • Create a service recovery workflow to make things right with customers after subpar service interactions
  • Import Gorgias tickets into Stella Connect to launch QA reviews off of customer interactions

Setup instructions

  1. Go to Settings
  2. Select Integrations -> HTTP Integration -> Add HTTP Integration
    1. Triggers: 'Ticket updated' only
    2. URL: https://api.stellaconnect.net/v1/webhooks/gorgias
    3. HTTP Method: POST
    1. Request content type: application/json
    2. Headers: add ‘x-api-key’ with value of the Stella API key, test or live
    3. Request Body: JSON Template

{

    "channel": "{{ticket.channel}}",

    "meta": "{{ticket.meta}}",

    "ext_interaction_id": "{{ticket.id}}",

    "customer_custom_id": "{{ticket.customer.id}}",

    "employee_email": "{{ticket.assignee_user.email}}",

    "customer_name": "{{ticket.customer.name}}",

    "status": "{{ticket.status}}",

    "language": "{{ticket.language}}",

    "tags": "{{ticket.tags}}",

    "customer_email": "{{ticket.customer.email}}"

}

  1. Create ‘stellaconnect-service-recovery’ tag and ‘stellaconnect-do-not-send’ tag

And now, obtain the Gorgias API Key:

  1. Go to Settings -> REST API
  2. Click ‘Create API Key’
  3. Copy the key:

Stella Connect (Internal):

  1. In admin, go to Integrations -> Integrations
  2. Select the company and input ‘Gorgias’ as the integration name
  3. Add the following JSON to the configuration:

{"api_key":"XXX","username":"EMAIL FOR API KEY","subdomain":"XXX"}

Stella Connect (Internal Service Recovery) is triggered via a webhook, wrapped in any conditions as desired:

{% include_request 'gorgias_recovery_ticket' %}

For example: 

{% if feedback.star_rating > 0 and feedback.star_rating <= 3 and feedback.comments %}

   {% include_request 'gorgias_recovery_ticket' %}

{% endif %}

Good job, you're ready to go!

Please just keep in mind that the snoozed tickets in Gorgias will show as closed on Stella's end.


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