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Hipmob - Integration


Hipmob provides hosted live chat for mobile applications. You sign up with us, we give you a code, you download our library, you integrate it into your app, and you can then talk to your users, figure out what they want and what problems they are having, and make them happy. No servers, no extra steps or code to write, wherever the users are, you get to focus on what you do well. This document covers integrating Hipmob with your account.

Integration Screen

Visit the Integrations page in your Hipmob account.

Figure 1: the Integrations page

Once there, click the Configure button to open the integration screen. If you've not configured it yet, the button will be clear.

Figure 2: the configure button

The configuration screen will show. We walk you through getting the information you need from your account below: you'll need to setup a application and copy the settings into Hipmob.

Figure 3: the configuration screen Details

Log into your account as an admin and click on the Settings link.

Figure 4: admin screen

On the Settings page, click on the API link.

Figure 5: Settings screen

On the API screen, click the Add API Application button.

Figure 6: Add API Application

On the Add New API Application screen, enter the name Hipmob and the website URL, as shown in Figure 7 below.

Figure 7: adding a new application

Once the application has been created, take note of the key and secret values as shown in Figure 8 below. Then click the Your Access Token button.

Figure 8: API key and secret

This will show the API access token and token secret as shown in Figure 9 below. Save these values as well.

Figure 9: API token and token secret

Completing the Configuration

Go back to the Hipmob configuration screen and copy the necessary settings into place: you'll need your subdomain, the API key and secret (from figure 8 above) and the API token and token secret (from figure 9 above).

Figure 10: Copied configuration information

Click Save to update your settings. You're all set!

Figure 11: Completed configuration.

The button will turn green if the connection was successfully set up and you enabled automatic submission. If the connection was successfully set up but you didn't enable automatic submission then it will turn blue.

Figure 12: integrations page with integration active and automatic

Creating Tickets

Once you're in a chat you can type the command #desk at any time to create a case. This will create a case in with the collected information from the chat, including the transcript. A link will be automatically returned that will let you open the newly created case and add any additional information.

Figure 13: creating a case

And you're done. If you enabled automatic submission then at the end of every conversation a ticket will be automatically created (if you did not manually create one with the #desk command): the ticket will be automatically retained, and any future conversations will update that ticket.

Figure 14: reviewing the case

Synchronizing Interactions with Hipmob

Using Desk's business rules and custom actions you can synchronize your interactions with Hipmob: this will let you forward any outbound messages sent using the web interface or mobile app directly to Hipmob (for tickets created from a Hipmob chat). If you have push notifications setup in Hipmob this will also send a push notification to the customer's device. To set this up, visit your admin interface and select the Apps settings screen.

Figure 15: the Apps screen

Scroll down and find the Custom Action option, and add a new Custom Action. Accept the license agreement (if need be) then install the new custom action.

Figure 16: adding a Custom Action

Once at the Custom Action screen set the name to Hipmob, the Authentication method to None, and enter a URL of{HIPMOB APP ID}/update (insert your Hipmob App ID into the URL). Set the action to be Active and then hit Create.

Figure 17: configure the Custom Action

Once saved, click the Add Action button to add the first of 2 actions.

Figure 18: adding an Action

The first action will notify Hipmob when a case is closed: configure it as shown in Figure 19 below, then click Save.

Figure 19: configure Case Closed Action

The second action will notify Hipmob when a case is updated with an outbound interaction that should be sent to the customer: configure it as shown in Figure 10 below, and then click Save.

Figure 20: configure Case Updated Action

Once the actions are configured, select the Cases screen from the top menu, then select Rules in the sidebar as shown in Figure 21 below.

Figure 21: Case Rules configuration.

Select the Outbound Interaction option in the sidebar, then click Add Rule. Name it Hipmob Case Update, then activate it for all interaction types as shown in Figure 22 below. Click the Create button.

Figure 22: configure Outbound Interaction Rule

Once the rule is saved, the Edit window will open up. Configure it as shown below: this will trigger the Case Updated action as shown in Figure 23.

Figure 23: connect the rule to the Case Updated action

Select the Case Closed option in the sidebar, then click Add Rule. Name it Hipmob Case Closed, then click the Create button.

Figure 24: configure Case Closed Rule

Once the rule is saved, the Edit window will open up. Configure it as shown below: this will trigger the Case Closed action as shown in Figure 25.

Figure 25: connect the rule to the Case Closed action

The configuration is now complete: the actions will notify Hipmob as needed.