Hook Function
The configuration of the Hook function is located within the General Configuration page.
After registering the Hook function with the system, the system will load this configuration (at the latest, 3 minutes after configuration). The hook function will be called when there is a new feedback in your system. Businesses can configure the hook for various purposes:
- Handling customer evaluations - Close loop
- Updating feedback data to a centralized database for real-time analysis
Similar to plugins, the Hook URL is created by developers and must meet the following standards:
- Provided as a Restful API.
- Uses the POST method.
- Data is transmitted in JSON format.
- Token parameters (optional) can be configured for authentication for your hook function.
payload = {
"feedback": {
"body":"{\"status\": 4, \"rating\": 0, \"id\": \"e43d2a1c5792adcf82892d2d8cc7733f\", \"sur_path\": \"\", \"sur_id\": \"bfead2f92a63458b5cd60565e808674f\", \"type\": 8, \"children\": [{\"sur_id\": \"e5b76c86a8275401654044e60d3df4ed\", \"rating\": 3, \"sur_path\": \"bfead2f92a63458b5cd60565e808674f\", \"status\": 4, \"type\": 0}]}",
"comment":null,
"contact":null,
"created":"Wed, 14 Nov 2018 22:03:13 GMT",
"cus_id":null,
"device_id":"84n8oa4ea6a721kb",
"device_type":0,
"grp_id":"c15947bd7baeb2f64a7a0500be40df08",
"id":"e43d2a1c5792adcf82892d2d8cc7733f",
"inv_id":null,
"ip_add":null,
"name":null,
"notes":null,
"org_id":null,
"os":"Android",
"parent":null,
"rating":0,
"status":4,
"sur_id":"bfead2f92a63458b5cd60565e808674f",
"sur_path":null,
"user_id":"6a33d40cb773a97c493576f9d413fb9b"
},
"readable": "html string"
}
Details on the Hook Function in the Programming Guide
Feedback Plugin
The Feedback plugin is a feature used to handle feedback data in the way administrators desire, such as creating job categories in the CRM system or incorporating feedback information into the hierarchical processing system (task manager).
To use this feature, the enterprise's team of developers will build a data processing module. This module must adhere to the following requirements:
-
Provided as a Restful API.
-
Uses the POST method.
-
Data is transmitted in JSON format.
payload = {
"feedback": {
"body":"{\"status\": 4, \"rating\": 0, \"id\": \"e43d2a1c5792adcf82892d2d8cc7733f\", \"sur_path\": \"\", \"sur_id\": \"bfead2f92a63458b5cd60565e808674f\", \"type\": 8, \"children\": [{\"sur_id\": \"e5b76c86a8275401654044e60d3df4ed\", \"rating\": 3, \"sur_path\": \"bfead2f92a63458b5cd60565e808674f\", \"status\": 4, \"type\": 0}]}",
"comment":null,
"contact":null,
"created":"Wed, 14 Nov 2018 22:03:13 GMT",
"cus_id":null,
"device_id":"84n8oa4ea6a721kb",
"device_type":0,
"grp_id":"c15947bd7baeb2f64a7a0500be40df08",
"id":"e43d2a1c5792adcf82892d2d8cc7733f",
"inv_id":null,
"ip_add":null,
"name":null,
"notes":null,
"org_id":null,
"os":"Android",
"parent":null,
"rating":0,
"status":4,
"sur_id":"bfead2f92a63458b5cd60565e808674f",
"sur_path":null,
"user_id":"6a33d40cb773a97c493576f9d413fb9b"
},
"readable": "html string"
}
Adding New Plugins
To add a new plugin, select "Add New" on the plugin configuration screen, with the following fields:
- URL: The address of the plugin.
- Title: It will be displayed on the button in the detailed feedback view.
Utilize the Feedback Plugin feature in the Feedback Details section.
The buttons feature within the red frame is added by Feedback Plugins.
Report Plugin
Custom Report Plugins
Report plugins allow you to integrate custom reports into the administration system. These reports are displayed through an iframe and can be accessed through the "Extended Analysis" menu.
Plugin Declaration
You can review these reports in the "Extended Reports" section.
Reports added under the Extended Reports section
POS System Integration
1. Integration with Multi-Channel Sales Kiosk
Currently, the multi-channel sales solution nhanh.vn is widely used by retail businesses. With the nhanh.vn solution, retail businesses can easily deploy sales and payment solutions.
These retail points are crucial touchpoints in the customer journey, significantly influencing customer satisfaction with the business. Therefore, at these points of sale, businesses will organize customer satisfaction surveys after the customer makes a purchase and immediately after the customer completes the payment.
To capture how customers rate the products and services just after payment, businesses can integrate the nhanh.vn point-of-sale system with the hearme solution. As a result, in the customer satisfaction survey data, there will be customer information for businesses to look up, including the following types of information:
- Customer name
- Customer code
- Evaluation time
To perform this integration, businesses need to log in to the hearme administration system, go to the function: System Configuration -> System Integration.
Customers need to fill in the corresponding information fields. After that, obtain the token code and hook address and configure them in the Hook system of nhanh.vn.
2. System Integration via Zapier
Zapier is a versatile system integration tool, acting as a flexible bridge for disparate systems to exchange data. Hearme has provided 2 important modules on Zapier to facilitate easy integration of Hearme with other systems:
Module 1. Hearme Trigger
This trigger provides an event when there is new feedback. Hearme will provide this module with all the information about the feedback so that customers can process and send data to other suitable applications through the "Zapier Action."
Module 2. Hearme Action
This module is used to send customer information to the necessary Kiosk. After this module sends this information to the Kiosk, the kiosk screen will display an invitation for the customer to leave feedback. The customer's feedback result is also recorded along with the customer information sent by this Zapier action. This allows businesses to easily synchronize customer information and review content, facilitating a convenient Close Loop process.
APIs and guide
- Full Programming APIs: Hearme for Developers APIs version 2.0.1
- Integration for Online feedback Channel: Hearme for Online Channel 2.0.1
- Integration for feedback Kiosk: Hearme for Kiosk Channel 2.0.1
- Integration with Zapier: Hearme - Zapier Integration