Olark

Olark Live Chat is an easy-to-use live chat platform for your website. Simply copy-and-paste the embed code they provide, and within minutes you can be talking to customers who are browsing your site. With plenty of customization options, you can tailor Olark to match your site's aesthetics and use it to start sales conversations or help customers in need.

Perhaps its most powerful feature are the transcripts of customer conversations Olark provides. With the Olark and Help Scout integration, chat operators can attach a complete customer conversation to a customer record in Help Scout. Operators can manually send conversations one at a time, or they can select 'auto send' all conversations. Support team members can then flag these conversations for future reference and follow-up.

In each transcript, Olark captures customer information such as IP address, visitor location and browser/OS. This is contained as a separate note within the Help Scout mailbox. 

Here's a quick snapshot of how it will appear in your Help Scout account:

Activation instructions

1

First things first! Log in to Olark, then click on the Settings link from the top menu bar. 

2

Click on the Integrations link located under the Preferences section of the sidebar. Once you're staring at the list of integrations, click on the Webhooks tile. 

3

Head to  Olark app page in Help Scout, hit Install App, and under the Settings section, copy the Webhook Url.

4

Head back to the webhook setup page in Olark, and paste the Webhook url from Help Scout into the Webhook url field. (The Webhook url shown in the image below is only an example and should not be used.) Check the box to Send chat transcripts automatically. Click on the green Save button when you're finished. 

5

Click on the Transcripts tab from the top menu bar. Make sure that you're not emailing transcripts to your Help Scout mailbox address, or you'll receive duplicate conversations. 

6

Bounce back over to Help Scout and install the Olark app. To finish up, just select which mailbox you want transcripts sent to, then select the default status for those conversations. Don't forget to hit the blue Save button! 

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