Integrations are a way to connect LeadDesk to third party applications.
This may seem a vague definition, but the range of different ways integrations are used is so broad it is impossible to give one simple description. A very few examples of how Integrations might be used:
- Send call activity stats to another site for analysis.
- Link to your CRM.
- Implement e-signing of orders.
- Make your product FAQ available to your agents.
- Let your agents monitor their own performance.
- Create a custom order form.
While instructions on how to develop these applications is outside the scope of these articles, if you want more information about the LeadDesk API, a good place to start is the the Developers documentation.
Instead, the articles in this section of the support pages describe the settings, usually within projects, that let you connect to these integrations, along with a few ideas about how you might use them. For ease of reference they have been split up based on when integration comes in:
- Before the agent calls a contact. These are primarily used to give information to the agents. You can show web pages for them to refer to, or include mini reports which lets the agent track their own performance.
- During a call to a contact. These are the most varied type of integrations, allowing you a range of options, from providing additional information for the agents' reference to adding access to external applications, all the way up to completely reworking the agents' experience of calls.
- After the call closes. These are used to track information about the calls, passing statistics to an external site, or launching spot-check feedback questions.