How to integrate your platforms so alby can summarize the feedback in responses
You can integrate customer Q&As, product ratings, and reviews, and your knowledge base to alby’s database, allowing it to reference those elements in its responses to customers.
- Ratings and reviews
- Gives alby access to review and rating information.
- Primarily used in Widgets with the Review Summaries skill enabled.
- Q&As
- Add your customers’ frequently asked questions to alby manually or via integration, preventing confusion for future potential buyers.
- Once integrated or manually added, you can see questions and answers in the Verified Q&A section of alby.
- Knowledge base
- If you have a help center you can integrate it with alby, improving its responses and knowledge of your products.
- alby automatically pulls in the latest documents on the first day of every month. You can also manually sync anytime in the integrations section.
Add an integration
- Navigate to
Integrations. A list of available integrations appears.
- Select your support platform and click Connect.
- Enter your platform's subdomain, URL, or API Key and follow directions in the dialog box to authenticate. For more information on integrating each platform, see Platforms.
- Once complete, your platform is now integrated and alby will start incorporating it in responses.
Integrations overview
Considerations
Data delay
Once you’ve finished the integration steps, it may take at least 24 hours to start seeing reviews, ratings and Q&As populate within alby. The integration pulls in data as products are viewed by customers.
Ingesting new data
alby ingests new reviews once per product over a one-week period, dependent on customer views. This means reviews, ratings and Q&As for popular products that were posted after the initial setup integration may take up to one week to display within alby. Lower visibility products might take longer than one week.
You can also manually sync anytime by clicking Connected on the integration, then Sync when the dialog box appears.
Deleting data
Our reviews, ratings, and Q&As is ingest-only, meaning alby does not automatically delete integrated data after it gets ingested, even if it was deleted on the provider.
To delete information, you must go to the dashboard and manually delete it.
Platforms
Q&As, reviews, and ratings
BazaarVoice
BazaarVoice’s API token allows alby to access the Conversations API and query review and Q&A information on products, using the same Product ID on the page the customer is on.
The API token needs access to the following:
When setting up the API token, it is necessary to select Conversations API as accessible for the token.
PowerReviews
The PowerReviews API token and merchant id you provide allows alby to access the Read Services API to query Q&As and reviews.
The API token needs access to the following:
Yotpo
Yotpo’s App Key queries the UGC API and access the Storefront resources for Q&As and reviews.
Your App Key needs access to the following:
Other providers
If you have reviews in a provider we do not currently support (or would like to provide additional data), you can upload them as a CSV file.
Knowledge bases
Zendesk, Gorgias, and Hubspot
To integrate with one of these customer support platforms, enter your subdomain or public knowledge base URL. No other information is required. You will begin seeing connected documents under the Documents tab.
Once integrated, alby automatically refreshes documents on the first day of each month, unless you manually sync.