In March we 释放Inbox, our free, omnichannel customer support tool for businesses of all sizes. Since then we’ve been continuously talking to users, adding new enhancements, and thinking about what business communication means in a world that became suddenly remote-first.

Through our user interviews, we learned that our customers interact with and keep track of their customers through a bunch of different tools: e-commerce platforms,  CRMs, clever spreadsheets, internal fulfillment solutions, and more.

ǞǞǞ diversity of tools and business flows we’re observing with our customers is astonishing.  We love seeing all of the unique ways our customers take advantage of Inbox and we want to keep supporting everyone as best as possible.

建设，帮助每个人充分利用Inbox

为了针对如此多样化的用户和使用案例，我们想出了一个双管齐下的方法。

1. For the frequently used tools and use cases we created wizard like integrations - these are available on our 集成页, out of the box.

2. 通过Flows 自定义连接，使自定义集成更简单、更有效。

开箱即用Inbox 集成

基于常见的客户使用案例，我们创建了一套开箱即用、易于配置的Inbox 集成，使Inbox 用户能够在他们用于客户互动的所有工具中采取行动。

• 电子商务平台整合 - Shopify, WooCommerce, BigCommerce and Magento: Connect your online store to Inbox and empower  your support staff with relevant customer details and order information directly in Inbox 

• 谷歌日历: connect your calendar to Inbox and quickly send meeting invites to customers directly in the chat window

• 谷歌表格: connect Inbox to Google Sheets to save conversation messages directly in the sheet for further follow up or automation purposes

• CRMs - Hubspot and 输送管道(Pipedrive) integrations: synchronize contact information from Hubspot and Pipedrive and display it directly in Inbox when interacting with the customer

• 懒惰: send Slack messages directly from Inbox as notifications to your team or triggers for further automated flows

ǞǞǞ capabilities of these integrations are constantly evolving and we’re constantly working to add support for new providers so keep an eye on our 变更日志 page for updates.

Custom connections via Flows 

While we build out of the box integrations for customers to get running as quickly as possible, we also want to support customers that need to build custom integrations and behaviors. 

为了实现这一点，我们建立了与自动化工具 FlowBuilder 直接连接的Inbox ，它可以通过 Http Get/Fetch 步骤连接到任何提供 API 的第三方系统。

As long as the product you are integrating with exposes an API that allows for API key/username authentication, you can integrate it inside Inbox at 2 distinct points: 在创建Inbox 票证之前 or 票据解决后.

在票据创建之前

Integrating an API before an Inbox ticket is created allows you to pull data from a 3rd party system to  make it available to  the Inbox agent who receives the ticket

A simple example of this type of integration would be pulling data from your CRM system to ensure that the contact information for the customer is up to date before a new ticket is created for them.  Most of our customers are using Inbox to open up new channels of communication to their customers, so a CRM integration is useful to give an Inbox agent full customer details, even if it’s the first time a customer is reaching out on that channel. 

票据得到解决后

Integrating an API after a ticket is resolved allows you to take action based on the ticket that was just resolved. This can be syncing information to 3rd party systems about the particular resolution,  creating reminders/follow up tasks, adding notes about the conversation, and much more.

These types of integrations can quickly get rather complex, especially since 应用程序接口 are involved - so here is an example of how to connect Inbox to  Zendesk.

总结

We’re really excited to continue helping our customers connect with their customers.  Knowing that Inbox is one of many tools that our customers use in those efforts we will continue to build features that make it easier to integrate Inbox with your existing tool set and take action across your business— all through one dashboard.