Attentive

Updated 2 weeks ago by Amy Elenius

Attentive is a personalized mobile messaging platform for innovative e-commerce and retail brands that can quickly become a top 3 revenue channel. Using real-time behavioural data, Attentive automatically sends engaging text messages to each subscriber at every step of the customer lifecycle.

Attentive released a mandatory update to their integration on Wednesday 15th September at 4pm ET. This impacts the way Attentive tickets are managed in Gorgias.

Please see this article for more information and step-by-step instructions to ensure your account is not impacted.

How it works

Integrating Gorgias and Attentive is easy and can be done in 10 minutes. If you're already an Attentive customer, just follow the steps below. If you'd like to become an Attentive customer, please request a demo.

When Attentive tickets are created in Gorgias, if the incoming phone number matches an existing customer, Gorgias will merge their information automatically. This way, you will have all of the additional customer information in the Gorgias sidebar too!

Setup instructions

  1. Ensure you are signed into both Attentive and Gorgias
  2. In Gorgias, click on the main menu (top left hand corner) and navigate to Settings > REST API

This will expose your unique API credentials

  1. In Attentive, navigate to Integrations
  2. Click the Gorgias tile
  3. Copy the API credentials from Gorgias into the fields in Attentive
  4. (optional) Setup Support Confirmation in Attentive
    1. Toggle this setting on
    We recommend enabling Support Confirmation however this will change the way agents respond to tickets. Please our FAQs for details.
  5. Enable Remove agent signature and set your delimiter
  6. Click Save changes

Your integration is now setup. If successful a temporary 'success!' notification will appear

  1. In Attentive, navigate to Settings > Messages
  2. Enable Autoresponder and ensure your messages include your keyword
  3. Click Save settings

You can check the integration is successful in Gorgias by navigating to Settings > Integrations > HTTP. There will be two new Attentive integrations.

Tickets created by the Attentive integration will be created via the email channel. If you have rules set up to auto-respond to emails remember to include a filter to exclude any tickets with the 'attentive' tag.

FAQs

What is Support Confirmation?

Support confirmation filters incoming SMS replies from customers by asking them to confirm they wish to be connected to a support agent. We recommend enabling it in order to reduce the number of needless tickets created for your support team.

The Resolution message will be sent when an Attentive ticket is closed. This is optional.

  • Without Support Confirmation: No messages are filtered, and every message that a subscriber sends is forwarded to your customer support team queue in Gorgias.
  • With Support Confirmation: Some messages are filtered. Customers will need to confirm that they want to be connected with a customer support representative.
Templates for Support Confirmation messages
Here are templates to use when setting your Support Confirmation message and auto-responder in Attentive.

Auto-responder: Thanks for texting us! Please respond with 'Service' for assistance.

Support Confirmation Keyword: Service

Acknowledgement Message
: Your request has been forwarded to our support team. We'll get back to you as soon as possible during our business hours.

Resolution Message (optional): I'll close this conversation. If you need anything else, text back 'Service' to be reconnected.
I would like to enable Support Confirmation. How should I manage tickets?

When Support Confirmation is enabled closing a ticket in Gorgias will end the conversation. When this happens:

  • the customer will be sent the Resolution message (if set)
  • any further customer replies to the thread will not sync with Gorgias until the customer sends the keyword again

For this reason we recommend snoozing Attentive tickets after each reply, and only closing when the full conversation is finished. When snoozed any customer replies will reopen the ticket.

If you have a Resolution message set you may wish to include 'reply back <<keyword>> to be reconnected'. There is a template of this above.

What is Remove agent signature?

The Remove agent signature option ensure unnecessary information is not included in your reply (eg. historical messages, email signatures, etc...). We advise against disabling this setting.

The delimiter is a text marker Attentive uses to recognise the start of a signature, removing the delimiter and any text after it. Here is an example of a delimiter set correctly

How do I create views and rules for my Attentive integration in Gorgias?

The 'attentive' tag will be automatically added to the tickets coming from this channel. This can be useful in creating a separate view for Attentive tickets for example, and for building rules as well.

Why are there no images showing in Gorgias on our Attentive tickets? We can see them in Attentive.

While images are supported by Attentive, they cannot be sent nor received via Gorgias just yet.

The email thread and signatures are being added to each SMS message sent from Gorgias. How do I turn that off?

If your account was integrated after 15th September 2021 historical replies will automatically be excluded from messages sent by agents.

If your integration was setup prior to this, you can reinstalling the integration via Attentive or use these instructions:

  1. Go to your HTTP Attentive Integration settings
  2. update the fields below

{{ticket.last_message.body_text}} to {{ticket.last_message.stripped_text}} and {{ticket.last_message.body_html}} to {{ticket.last_message.stripped_html}}

Stripped text is defined as the text version of the body of the message without email signatures and previous replies.

Can I connect multiple Attentive accounts to a single Gorgias account?

Yes! You can definitely connect multiple Attentive accounts to a single Gorgias one, also, the Attentive account name will be included inside the ticket subject so you can easily differentiate them per store!

 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!


What do you think? Yay or Nay?