How to integrate Channel Talk with Google Sheets to automatically transfer conversation data from Channel Talk to Google Sheets.

Channel Talk, which can handle inquiries not only during customer reception hours but also outside of business hours, is beneficial for improving customer satisfaction. Additionally, it allows companies to shorten customer response times, enabling efficient operations.
How about an app integration that might further enhance the quality of customer service?
This time, we introduce an app integration that aims to improve customer satisfaction by connecting Channel Talk with Google Sheets!
If you want to efficiently manage customer needs and use it for business improvement, please take a look!

Recommended for

・Teams that want to consolidate and analyze Channel Talk conversation data in Google Sheets
・People who manually transcribe Channel Talk conversation data into Google Sheets
・Those who want to understand the customer service situation in Channel Talk and aim to improve satisfaction

Benefits and Examples of Integrating Channel Talk with Google Sheets

Benefit 1: Data Analysis Leading to Customer Satisfaction

With this app integration, it is possible to automatically consolidate data into Google Sheets when a customer service chat is initiated in Channel Talk.
This allows for easy analysis of when, who, and what kind of inquiries were made, as this information is added to Google Sheets.
Moreover, data is added to Google Sheets in real-time, making it easier to grasp the live voices of customers and quickly formulate future strategies.

Benefit 2: Realizing Quick Responses

By consolidating conversation data from Channel Talk into Google Sheets, information sharing among teams becomes easier. As a result, it is expected that each person in charge can respond more easily according to the inquiry content.
For example, if specific inquiries are increasing, a dedicated FAQ can be created, or if complaints about a particular product are increasing, inquiries can be made to the manufacturer, making it easier to smoothly handle customer responses where speed is crucial.

Benefit 3: Improved Operational Efficiency

If you are already consolidating Channel Talk data into Google Sheets, it is likely done manually. With this app integration, data addition to Google Sheets will be automated. Therefore, there may be a reduction in the workload as manual input is no longer necessary.
Additionally, you can save the time spent on data transcription. As a result, it becomes easier to efficiently handle operations and potentially simplify tasks related to data management.

Now, let's introduce the flow of integrating apps using Yoom.

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[What is Yoom]

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This time, we will automate the process of "adding to Google Sheets when a chat is initiated in Channel Talk" using the following template.

First, let's register for Yoom.
1. Click on "View Details" in the banner above
2. Click on "Try this template" at the bottom of the transitioned screen
3. Register for Yoom

※ If you have already completed the registration, the login screen will be displayed, so please log in.

How to Create a Channel Talk and Google Spreadsheet Integration Flow

The integration flow is broadly divided into the following processes.

・Integrate Channel Talk and Google Spreadsheet with My Apps
・Set up Channel Talk
・Set up data addition to Google Spreadsheet

Step 1: Integrate Channel Talk and Google Spreadsheet with My Apps

Once Yoom registration is complete, the Flowbot template will be copied to "My Projects".
If the display appears as shown in the image, please select "My Apps" from the menu on the left.

Click the new connection button in the upper right corner.

Enter the name of the app to be integrated in the box.

Integration of Channel Talk and Yoom

1. Search

Search for Channel Talk and click on the Channel Talk icon.

2. Enter Required Fields

Enter the required fields.
First, access Channel Talk.

Press the "Channel Settings" gear icon at the bottom left.

Next, open the menu at the top.

When the menu is displayed, select "Security & Development" and click on API Management.
Then create an access key and access secret key, and paste them into the box mentioned earlier.

3. Integration Complete

The account name can be any name you like. It is recommended to use something easy to understand, such as the name of the person in charge or the company name.
Once you have entered the information in the three boxes, press the add button in the lower right corner.

If the screen switches and the above display appears, the integration is complete.
<span class="mark-yellow">Note that the access key will be used in later settings, so it is recommended to keep it copied separately.</span>

Integration of Google Spreadsheet and Yoom

1. Search

Click on the Google Spreadsheet icon.

2. Select Account
‍Press the Google account of the Gmail address to be integrated with Yoom.‍

3. Log in to Yoom

You will be taken to the page shown in the image, read the terms and click next.‍

4. Yoom is requesting additional access to your Google Account
Press continue.
When you move to the authentication screen, select <span class="mark-yellow">Allow all permissions</span>.

5. Integration Complete

If the screen switches and the above display appears, the integration is complete.

6. Prepare Google Spreadsheet
‍If you have not yet created the Google Spreadsheet to aggregate Channel Talk data, please prepare it.

The data that can be obtained this time is as shown in the image.
By creating these items, concise data management becomes possible.

Next, copy the template to My Projects and create a Flowbot.
Please copy the Flowbot template from below.

1. Hover over the banner and click "View Details"
2. Click "Try This Template" on the redirected page
3. Register for Yoom
* If you have already registered, the login screen will be displayed, so please log in.

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Step 2: Channel Talk Activation Settings

1. Open My Project

Open "My Project" from the menu on the left side of the screen.

2. Open the copied template
‍Click "Add to Google Spreadsheet when chat starts with Channel Talk".‍

3. Select App Trigger

Select "When a new customer chat is created" from the Channel Talk icon.
Press Next.

4. Enter Required Fields

Enter each field.
The name of the webhook can be any name. It is recommended to use something easy to understand, such as the person in charge or the company name.
Use the access key that you created earlier during the My App integration and stored separately.
Once entered, press Next.

5. API Connection Settings

Based on the displayed information, start a customer chat in Channel Talk. This customer chat data will be used for testing.

6. Execute Test

Return to the Yoom screen and press the test button.
If "Test Successful" is displayed in blue, the setup is complete. Press Save.

Step 3: Setting to Add to Google Spreadsheet

1. Integrate with App

Select "Add Record" from the Google Spreadsheet icon.
Scroll down.‍

2. Set Required Fields

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Enter the required fields. Click the box.

When you click inside the box, a list will be displayed as shown in the image, so select the Google Spreadsheet where Channel Talk data will be accumulated.
Set the tab name in the same way.

The table range depends on the prepared Google Spreadsheet, so enter it according to the contents of the Google Spreadsheet.
Once entered, press Next.

3. Values of Records to Add

Set the values of the records to be added.
The box names displayed on this page depend on the Google Spreadsheet you linked earlier.
Therefore, it may differ from the image display, but the setting method is the same.

First, click the box.

Select "When a new customer chat is created" from the Channel Talk icon.

The data sent during the test in the Channel Talk settings will be displayed in a list.
Select the data that matches the box item name.
In the image, the box item name is "Content", so "Message Content" was selected from the Channel Talk data.

When data can be inserted, it will look like the image.
Set the other boxes in the same way.‍

4. Execute Test

Once data insertion is complete, press the test button.
If "Test Successful" is displayed, the setup is complete. Press Save.‍

5. Turn On the Trigger

When the creation of the flow bot is complete, the above display will appear. The trigger is initially set to OFF, so turn it ON.

This completes the creation of a flow bot using Channel Talk and Google Spreadsheet.

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Flow Bot Template Used This Time
Add to Google Spreadsheet when chat starts with Channel Talk

Other Automation Examples Using Channel Talk

Yoom has other flow bots that use Channel Talk. Let me introduce a few!

1. Add to Microsoft Excel When a Chat Starts on Channel Talk

The data management tool also offers a Microsoft Excel version. It can be integrated with familiar tools used by teams and companies.

2. Add to Trello when a chat is started in Channel Talk

How about integrating with the task management tool Trello? By converting inquiries and other issues into tasks, it will likely become easier to manage them.

3. Add ticket information to Zendesk when a chat is initiated in Channel Talk

If the customer department is using Zendesk, integrating it will automate ticket creation. This should also lead to faster customer response times.

Summary

Tools like Channel Talk are extremely beneficial for aligning with customer needs in the digital society. By collecting and managing the data obtained, it may be possible to leverage it for future business development.
By implementing this integration, tasks such as manual transcription that occur during data collection are simplified. This leads to a reduction in workload and improved task processing efficiency, so please take this opportunity to try it out.