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You connect Social Intents once at the MSP level, with the Account ID and API token of your Social Intents account.

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1. Copy the Account ID and API token

In Social Intents, an admin opens Settings → API & Webhooks → REST API. The page shows your Account ID and your API token. Copy both. Keep the token out of email and chat: anyone who has it can read your chat transcripts. Neo calls Social Intents at https://api.socialintents.com/v1/api with the Account ID and token as Basic auth.

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2. Add them in Neo

1

Open Integrations

In the Neo Dashboard, open Integrations and find the Social Intents card, under Customer Success.
2

Save the Account ID and token

Paste the Account ID and the API token and click Save settings. Neo checks them against Social Intents before saving, so a wrong pair is rejected straight away.

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3. Turn Social Intents on per agent

Open the agent, go to the Integrations section, and pick an access profile for the Social Intents block, or set each area yourself: The Read Only profile is enough to read chats, missed chats, offline messages and leads.

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4. Send each chat to your PSA

Neo starts an agent on a PSA ticket, so each chat reaches Neo as a ticket:
  1. In Social Intents, open your widget’s settings.
  2. In Transcript Email Address, add the mailbox your PSA turns into tickets (in Autotask, a mailbox set up in Incoming Email Processing). Add it to Missed Transcript Email Address too, to get missed chats and offline messages as tickets.
  3. Save. Each chat now opens a ticket when it ends. The email comes from Social Intents, so the ticket’s description carries the visitor’s name and email, and your PSA’s email rules decide the ticket’s contact, company and queue.
Then give your triggered agent for new tickets its instructions for these tickets, such as the queue and priority for a chat about a given page. It works from the transcript in the ticket and does not read Social Intents on a ticket run, because the chat text is written by a website visitor. For a user’s earlier chats, give an internal chat agent the Social Intents Read Only profile; a technician asks it by the user’s email. For a callback list, give a scheduled agent the same profile and ask it for the day’s missed chats and offline messages. See Social Intents API for what the agent can read and change.