You can connect Attentive with Satisfi Labs to forward all SMS messages received from a subscriber to your Satisfi Labs account. This allows the Satisfi Labs virtual assistant to reply back to customers directly through SMS.

Here's what we cover in this guide:

  • What information is needed from Attentive and Satisfi Labs
  • How to set up the integration in the Attentive platform
  • How to disable the autoresponder in Attentive
  • How to update Satisfi Labs responses for SMS
  • How to test the integration

Here's what we don't cover in this guide:

  • How to set up a Satisfi Labs account
  • How to set up an Attentive account

Step 1. Contact Attentive for the webhook URL

Contact our White Glove team (whiteglove@attentivemobile.com) for your unique webhook URL. The webhook URL may resemble the following:

https://api.attentivemobile.com/customer-service/messages-basics/vendors/satisfilabs/companies/1234?token=ieiHGhEM6fXdeiIDSOnTXXXXXXXXXXX-XXXXXXXXXXX


Step 2. Collect Satisfi Labs information

Contact your account representative at Satisfi Labs and provide them with the webhook URL you received in Step 1. Satisfi Labs can configure your account to pass information back to Attentive.

Then, ask the account representative for the following Satisfi Labs information to be used in Step 3:

  • API Key
  • Company ID
  • Bot ID

Step 3. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive’s platform:

  1. Navigate to the integration setup page and select Satisfi Labs.
  2. Enter the following details that you previously collected in Step 1:
    • Satisfi Labs Token (also known as the API Key)
    • Satisfi Labs Company Id
    • Satisfi Labs Bot Id
  3. Confirm that the Support Confirmation setting is disabled (X), as shown in the following image.
    • Important! This setting needs to be disabled in order to seamlessly send virtual assistant messages from Satisfi Labs to your customers.
      disable_support.png
  4. Click Set up integration. Your Satisfi Labs account is now connected to Attentive.

Step 4. Disable the Attentive autoresponder

In order to seamlessly send messages from Satisfi Labs to your customers, the default autoresponder in Attentive needs to be disabled. To do so, complete the following steps:

  1. Navigate to the Settings tab and click Messages.
  2. Scroll to the Autoresponders section.
  3. Disable (uncheck) the Default Reply checkbox. The autoresponder message field is grayed out.
    disable_auto.png
  4. Click Save settings. The Attentive autoresponder is now disabled.

Step 5. Update your Satisfi Labs responses for SMS

It is recommended to update your No Match response to include best practice SMS language because your Satisfi Labs account is delivering responses through SMS.

Anytime a subscriber doesn’t receive a dedicated response, it’s best to inform them of:

  • Another way to get their question answered
  • How to unsubscribe

Here’s an example of a compliant Attentive SMS response:

sms.jpeg

Step 6. Test the integration

Your SMS program must be launched before this integration can start sending messages and before one can test the integration. After your SMS program is launched and if you just set up the integration, wait approximately ten minutes to allow for the settings in both systems to synchronize. Then, complete the following procedure to test the integration:

  1. Send a text message to your dedicated number. For example, “Where can I purchase a snack?”
  2. Log in to Satisfi Labs and click Inbox in the upper-right corner.
  3. Confirm that you received an Attentive text message in your inbox.
  4. Confirm that you received the Satisfi Labs virtual assistant message as a text message.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Satisfi Labs integration.