Integrations

Hey Customer connects to the other services your team already uses, so your email, your calendar and your team chat all feed the same records. Everything you can connect lives on one screen, and this article covers what each connection does and how to set it up.

How it works

Select Integrations in the left-hand menu to see everything Hey Customer can connect to. Each service gets a card showing what it does and whether it's connected yet.

Two of these are personal and one is shared. Google and Microsoft connect your mailbox and your calendar, so every person on the team connects their own — a card marked Connected means you have connected it, not your colleagues. Slack is different: one Slack workspace serves the whole organization, so it only needs setting up once.

You need permission to manage integrations to open this screen. If you don't have it, Integrations won't appear in your menu and someone with administrator access will need to make the connection for you.

What you can connect today

Google

Connecting Google links your Gmail and Google Calendar to your contacts. Email you send from Hey Customer goes out from your own address, so recipients see you as the sender and their replies land in your inbox — where Hey Customer picks them up and files them against the right contact. Meetings from your calendar are matched to contacts the same way and appear on the record alongside the email.

Calendar access is read-only. Hey Customer reads your meetings; it never creates, moves or cancels anything in your calendar.

Microsoft

Microsoft works exactly like Google, for Outlook and Office 365 mailboxes and calendars. If some of your team is on Google and the rest on Microsoft, that's fine — each person connects whichever they use.

Slack

Connecting Slack lets Hey Customer post into your channels when something happens. Two features use it.

The first is your notification rules, under Configurations then Notifications. Each rule — a new lead created, an opportunity won, an opportunity lost, a ticket created, a ticket created from your customer portal — has a Send to Slack switch and a channel to send it to. Turn it on, pick the channel, and save.

The second is automations. When you build an automation, Post to Slack is one of the actions you can add, so a rule you've written can announce itself in a channel. Hey Customer writes the message; you choose the channel.

Either way the message arrives with the details filled in and a button that opens the record in Hey Customer.

Connect a service

1. Select Integrations in the left-hand menu.
2. Find the card for the service you want and select Connect.
3. For Slack, sign in and choose the workspace you want to post to, then approve the access Hey Customer asks for.
4. For Google or Microsoft, you land on your Email accounts page. Select Connect Google or Connect Microsoft, sign in, and approve the access. Email and calendar are approved together in one step.

Once you're back, the card reads Connected.

Your email and calendar sync switches live on this page too, along with a Sync Now button if you'd rather not wait for the next run.

Disconnect a service

To disconnect Slack, select the three-dot menu on the Slack card and choose Disconnect. Hey Customer stops posting straight away. Any notification rules still set to send to Slack keep their setting, and a reminder appears on your Notifications page until you reconnect or switch them off.

Google and Microsoft are disconnected from your Email accounts page rather than the card — select Disconnect next to the account. The three-dot menu on those cards takes you there with Configure.

Good to know

• Google and Microsoft connections belong to one person in one organization. If you work in more than one organization, connect your mailbox in each of them.
• An organization has one Slack workspace. Connecting a different workspace replaces the one you had.
• Slack channel lists cover public channels only, sorted alphabetically. Private channels and direct messages aren't offered. A channel Hey Customer hasn't been invited to is marked in the list — invite it there first with /invite @Hey Customer, or pick a channel it's already in.
• Hey Customer adds itself to a public channel the first time it posts there. If it can't, the account owner and everyone who can access all configurations get an email asking them to invite it — at most one per channel per day.
• Hey Customer can post to Slack and read your channel list. It doesn't read what your team writes in Slack.
• Opening the Integrations screen, connecting Slack and disconnecting it all need permission to manage integrations.
• This list grows. When a new service is added it appears as another card on the same screen, and this article gains a section for it.