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Configure a "Contact Support" workflow (legacy)

This page applies to:MindTouch (current)

This article outlines how to integrate a "Contact Support" button with your search integration.

 

This is a legacy integration. To integrate with our latest technology, visit our Touchpoint for CRM guide.

 

Why should I set up this workflow ?


  • Empower users to act on a failed search.
  • First-level ticket deflection. 
     

How to configure a "Contact Support" workflow


Step 1: Set up your "Contact Support" button

  1. From the MindTouch toolbar, select Site tools > Control panel.

toolbar_control_panel.png

  1. Under Systems Settings, select Integrations.

system settings_integrations.png

  1. Under Workflow Configuration (Legacy), expand the Contact Support Button Behavior section.

geniuslink configuration_contact support.png

  1. (Optional) Click the Send Email checkbox to send an email once the button is clicked:
  • Enter the Email Recipients, separating each address with a comma. 
  • Enter the Subject.
  • Choose which type of Email Body you would like to use. The HTML format is recommended, as it is the friendliest format to include in emails, but a plain-text body can work as well.
  1. Click Save.

contact support button input fields.png

Step 2: Change the text of your button

The "Contact support" button is located at the bottom of your search results. It is only exposed to community members and anonymous users. It will only appear once you've set up a path for the button that is to redirect your user as detailed in the button above. If you'd like to change the text for the contact support button, you can add this variable under the MindTouch object on the Variables page which can be found by appending this page path to your site's URL: /Template:System/Variables.

let export = {    
        mindtouch: {
        contactSupportButton: 'Contact my success team'
        }
}

Step 3: Verify your configuration

After configuring your button text, your anonymous users and community members will then see the new text appear at the end of their search results:

ContactButton.png
 

Email Body HTML example


The following is an example of an HTML format you can use, but you can use any other format you like:

<html> 
  <body>
    <b>
      Article Creation Subject:
    </b>
    {{SUBJECT}} 
    <br/>
    
    <b>
      Category:
    </b>
    {{CATEGORY}} 
    <br/>
    
    <hr/>
    
    <b>
      Submitted By:
    </b>
    {{_EMAIL}} 
    <br/>

    <b>
      Description:
    </b>
    {{DESCRIPTION}} 
    <br/>
     
  </body>
</html>

 

Variable options


There are different variable options you can add that will fill in data from your support forms and will depend on the form. If you look at the name field in the DekiScript block used for your form, it will tell you which variable to use. For example:

variable.png