Integrate Channel Talk with Backlog to automatically add a customer service chat created in Channel Talk to Backlog.

‍Manually adding information to Backlog when there is an inquiry from a customer via Channel Talk can be time-consuming.
Additionally, there is a risk of human error such as input mistakes or omissions when registering to Backlog.
This article introduces a method to integrate Channel Talk with Backlog, automatically adding information to Backlog whenever a service chat is created in Channel Talk.
This automation is expected to improve work efficiency and speed up customer response.
We will introduce a procedure that allows you to integrate apps for free in a short time using no-code tools, so please give it a try!

Recommended for

・Those who want to reduce workload by automatically linking chat tools and task management tools
・Company representatives who are using Channel Talk and Backlog and want to streamline inquiry management
・Support team leaders aiming to improve service quality by speeding up customer response
・Support team leaders who want to enhance information sharing across the team in response to customer inquiries

Benefits and Examples of Integrating Channel Talk and Backlog

Benefit 1: Improved Efficiency and Time Savings

In traditional customer support, customer staff had to respond to inquiries in Channel Talk and then add that information to a task management tool.
By integrating Channel Talk with Backlog, you can automatically add information as a task to Backlog whenever a service chat is created in Channel Talk, reducing the need for manual data entry.
This can alleviate the burden on customer staff and is expected to allow for more efficient work.

Benefit 2: Faster Customer Response

The process of manually registering inquiry information to Backlog can be time-consuming and may delay responses.
However, by integrating Channel Talk with Backlog, you can quickly turn inquiries into tasks, allowing staff to focus on the inquiries themselves, potentially improving response speed.
For example, if there is an inquiry about a product malfunction, the inquiry content can be automatically registered as a task in Backlog, allowing for quick sharing with relevant parties.
This can shorten the time to resolve customer issues and is expected to speed up responses.

Benefit 3: Visualization of Inquiry Response Status

Automatically adding the content of service chats from Channel Talk to Backlog is effective for visualizing the response status to customers.
By automatically recording the interactions with customers in Channel Talk to Backlog, the progress of responses to each inquiry can be quickly checked by the entire team.
For example, you can easily grasp what kind of inquiries were made by which customers.
By visualizing progress management in this way, you can promptly address customer inquiries, potentially improving customer satisfaction.

[About Yoom]

How to Create a Channel Talk and Backlog Integration Flow

From here, let's create a flowbot together that integrates Channel Talk with Backlog to "add to Backlog when a service chat is created in Channel Talk."
You can easily create it just by editing the template, even if it's your first time!‍

〈We will create it with the following process〉
・Integrate Channel Talk and Backlog as My Apps
・Copy the template
・Set the trigger in Channel Talk and the subsequent operation settings in Backlog
・Turn on the trigger button and check the integration operation between Channel Talk and Backlog

Please sign up for Yoom for free from here.
※If you are already registered, please log in. Step 1: Connect Channel Talk and Backlog to My Apps 1. How to register Channel Talk Click "My Apps" and select Channel Talk from "New Connection". Enter the account name, access token, and access key according to the instructions in the red frame.
Once the input is complete, click "Add" to complete the registration in My Apps. 2. How to register Backlog
Next, select Backlog from "New Connection". Enter the domain in the new registration screen for Backlog.
Once you have entered it, click "Add" and the confirmation screen below will appear. Please allow the connection between Yoom and your Backlog account.
This completes the app connection for Backlog. Reference) Checkpoints for failure in Backlog app connection Return to the previous My Apps registration screen and make sure that Channel Talk and Backlog are displayed. Now, let's start creating the flow from the next step!
Click "Try it" on the template below.

Step 2: Setting the Trigger to Activate When a New Customer Chat is Created in Channel Talk

First, set the item "When a new customer chat is created".

The above page is already set.
Ensure the trigger action is "When a new customer chat is created" and click "Next".

Webhook Name: Set it according to your purpose.
Access Key: Refer to the red line part in the above image for setting.
Once the setup is complete, click "Test" → "Next".

Once you have set this up, create a test customer chat in Channel Talk.

When you run the test, the information of the customer chat you set up earlier will be retrieved in the output.
If it is retrieved correctly, click "Save".

Step 3: Add an Issue to Backlog

Next, let's set the item "Add an Issue".

The above page is already set.
Ensure the action is "Add an Issue" and click "Next".

This time, I set it up so that the "Customer Chat ID" can be automatically quoted in the issue title.
By setting it this way, when a customer chat is created in Channel Talk, the "Customer Chat ID" can be automatically retrieved and added to the "Issue Title" in Backlog.
How to set it up) Click inside the box → Click "When a new customer chat is created" → Click "Customer Chat ID"

I have set it up so that the customer's details can be automatically registered as the "Message Content" in Channel Talk.

Additionally, you can freely set any other information you want to automatically retrieve from Channel Talk.

Once the setup is complete, click "Test".
After the test is complete, save it.

Step 4: Turn the Trigger ON

Now that all settings are complete, click "Turn Trigger ON".
This completes the flow of "Adding to Backlog when a customer chat is created in Channel Talk".

Introduction to Other Automation Examples Using Backlog

1. This flow automatically registers an issue in Backlog when a deal is closed in Salesforce.
By utilizing this flow, you can expect improved efficiency in your operations as the task of adding issues is automated.
It can potentially prevent human errors when adding issues and avoid forgetting to add issues.

2. This is a flow that automatically registers the due dates of tasks recorded in Backlog to Google Calendar.
By utilizing this flow, you can streamline the manual process of registering tasks to Google Calendar, potentially facilitating smoother information sharing.

3. This is a flow where tasks registered in Backlog are automatically added to a Google Spreadsheet.
Utilizing this flow can streamline the creation of shared documents and facilitate quick task sharing between different teams, which is expected to enable smooth progress tracking and task analysis.

Summary

In this article, we introduced a method to automatically add information to Backlog whenever a customer service chat is created in Channel Talk by integrating Channel Talk with Backlog.
This automation can streamline the task registration process in Backlog, reducing manual work and potentially improving operational efficiency.
At Yoom, integration with various apps other than Channel Talk and Backlog is also possible.
There are many convenient flow bots that can be easily created with the free plan, so please give them a try and make them useful for your business!