What Neo can do with Social Intents
- List missed chats and offline messages with the visitor’s name, email or phone, page and first message, for a callback
- Answer a technician’s question about what a user said in chat
- List the leads your chat captured
- Register or remove a webhook on a widget, to send its transcripts to your own automation
How a chat reaches Neo
Social Intents can email each chat’s transcript when the chat ends. Point that email at the mailbox your PSA turns into tickets (Autotask’s Incoming Email Processing, for example), and each chat opens a ticket in real time. A triggered agent starts on the new ticket and works it from the transcript in its description. The connect guide shows the setting. Neo does not receive Social Intents webhooks: Neo has no address that takes events from a chat tool. The transcript email carries the same chat when it ends. On a run for a ticket, the agent does not read Social Intents chats or leads: the chat text on that ticket is written by a website visitor, and Social Intents filters chats only by what a visitor types. For the user’s earlier chats, a technician asks an internal chat agent, which reads them by email.Who your users are
Social Intents’ API lists no customers of yours: each chat carries the visitor’s name, email and phone. The agent finds a user’s chats by their email, so there is no Organization Mapping tab.Next steps
Connect Social Intents
Copy the Account ID and API token and save them in Neo.
Social Intents API
The permission groups and access profiles.