Integrations Guide
Connect helpNINJA with your favorite tools for seamless customer support workflow and escalations.
Available Integrations
helpNINJA integrates with popular communication platforms to streamline your support workflow. Set up escalations to notify your team when customers need human assistance or when the AI confidence is below your threshold.
Integration Benefits
Real-time Notifications
Get instant alerts when customers need human assistance, ensuring quick response times.
Customizable Workflows
Configure triggers, channels, and message formats to match your team's workflow.
Mobile Ready
Receive notifications on all your devices, ensuring you never miss important escalations.
Escalation Triggers
Automatic Triggers
- Low Confidence: AI response confidence below 55%
- Keyword Detection: Customer uses phrases like "speak to human"
- Restricted Content: Questions outside knowledge base scope
- Error Conditions: Technical issues with AI processing
Manual Triggers
- User Request: Customer explicitly asks for human help
- Agent Escalation: Team member manually escalates conversation
- VIP Routing: High-priority customers get immediate attention
- Business Hours: After-hours conversations route to on-call
Slack Integration
The most popular integration for team-based support. Get rich notifications with conversation context and respond directly from Slack.
Setup Steps:
- Go to Dashboard → Integrations
- Click "Add Slack Integration"
- Authorize helpNINJA in your Slack workspace
- Select target channel for notifications
- Configure escalation rules and triggers
- Test the integration with a sample message
Features:
- Rich message formatting with customer context
- Thread replies for organized conversations
- Direct links to dashboard conversations
- Custom channel routing based on topic
- @mention specific team members
- Escalation status tracking
Pro Tip
Create separate channels for different escalation types (urgent, billing, technical) to better organize your team's workflow.
Email Integration
Perfect for teams that prefer email notifications or need to integrate with existing ticketing systems. Supports multiple recipients and custom email templates.
Configuration:
- Add multiple recipient emails
- Customize email subject templates
- Include conversation transcripts
- Set priority levels for urgent escalations
- Configure retry policies for failed sends
Email Content:
- Customer information and contact details
- Complete conversation history
- AI confidence score and reasoning
- Direct dashboard link for quick access
- Suggested response templates
Microsoft Teams Integration
Seamlessly integrate with Microsoft Teams for organizations using the Microsoft 365 ecosystem. Get adaptive cards with rich formatting and interactive elements.
Adaptive Cards
Rich, interactive notifications
Team Channels
Route to specific Teams channels
Deep Links
Quick access to conversations
Advanced Configuration
Escalation Rules
Create sophisticated rules to route escalations based on content, time, customer priority, and more.
- Keyword-based routing
- Customer tier prioritization
- Time-based escalation paths
- Department-specific channels
- Fallback notification chains
Smart Targeting
Automatically route escalations to the right team members based on expertise and availability.
- Round-robin assignment
- Skill-based routing
- Workload balancing
- Timezone-aware escalations
- On-call schedule integration
Testing & Monitoring
Testing Integrations
Verify your integrations work correctly before going live with comprehensive testing tools.
- Send test escalation messages
- Verify notification delivery
- Test different trigger conditions
- Validate message formatting
- Check link functionality
Monitoring & Analytics
Track integration performance and escalation patterns to optimize your support workflow.
- Delivery success rates
- Response time analytics
- Escalation volume trends
- Channel performance metrics
- Team workload distribution
Troubleshooting
If your integration isn't receiving escalation messages:
- Check integration status in Dashboard → Integrations
- Verify webhook URLs are accessible from the internet
- Confirm escalation triggers are properly configured
- Test with manual escalation to isolate the issue
- Check integration logs for error messages
If messages are arriving with delays:
- Check third-party service status (Slack, Teams, etc.)
- Review retry policies and queue status
- Monitor integration health metrics
- Consider adjusting escalation thresholds
- Contact support for platform-specific issues
For permission-related problems:
- Re-authorize the integration in your platform
- Check required scopes and permissions
- Verify bot/app installation in target channels
- Review organization security policies
- Contact your IT admin for enterprise restrictions
Need More Help?
If you're still experiencing issues with your integrations, our support team is here to help.