Re:amaze

Connect Attentive with Re:amaze to enable your customer support team to directly answer customers' text message responses. With this integration, all messages received from a customer through SMS are forwarded as ongoing threads to your chat system in Re:amaze.

Prerequisites

Ensure that you meet the following requirements in order to set up this integration:

• Your organization must have the Pro Plan (or above) with Re:amaze to use the SMS channel.
• The customer’s SMS marketing phone number must be present in the Re:amaze platform in order to communicate with them.
• The customer’s SMS marketing phone number must match between the Re:amaze and Attentive platforms.
• Your company must have at least one affiliate user in Attentive so that authentication with our APIs can occur and your messages can be sent successfully. Contact our White Glove team (whiteglove@attentivemobile.com) if you need to confirm.

Now, complete the following procedures to set up the integration.

Step 1. Create an Attentive channel in Re:amaze

Complete the following steps to create a new channel in Re:Amaze for Attentive messages:

1. Log in to your Re:amaze account.
2. Click the Settings icon in the left-side navigation bar and click SMS Channels.
   
3. Click the + Add an SMS Channel drop-down in the upper-right corner and select Add a Custom SMS provider.
   
   The Add an SMS Channel page appears.
4. Enter the following information:
   • Channel Name—A unique name for this specific channel. It is recommended to name it Attentive SMS.
   • SMS Provider—Select Custom from the drop-down list.
   • Show in Embeddables—This is enabled by default.
   • Webhook URL—Enter the following URL to connect Re:amaze to Attentive:

     https://api.attentivemobile.com/customer-service/messages-basics/vendors/reamaze/companies/{company_id}

     Note that you must enter your unique company ID in the URL. You can contact our White Glove team (whiteglove@attentivemobile.com) for this information.
   • Shared Secret—This is automatically generated for the custom channel. Copy and save this information so that you can use it in Step 2.
   • SMS Number—This is your company’s shortcode. Copy and save this number so that you can use it in Step 2.
     

5. Click Save.

After you finish setting up the Attentive channel in Re:amaze, you can log in to Attentive to complete the integration.

Step 2. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive:

1. Navigate to the integrations setup page and select Re:amaze.
2. Enter the following details:
   • Webhook Secret—Enter the Shared Secret that was generated in Step 1.
   • Webhook Phone Number—Enter the same SMS Number that was entered in Step 1.
   • Support Confirmation—By default, this setting is on so that SMS replies are forwarded to Re:amaze only if the Support Confirmation Keyword is provided. If this setting were toggled off, all SMS replies will be forwarded to your Re:amaze account. It is recommended to keep this setting toggled on.
     • Important! Ensure that your autoresponder is updated to match the Support Confirmation Keyword, otherwise customers won't know how to reply for support. See Autoresponders for details.
     • Note: The conversations in Re:amaze are kept in a thread with no official end. Therefore, subscribers only receive the autoresponder once to create the ticket. All subsequent replies are appended to the initial thread.
3. Click Set up integration.
   Your Re:amaze account is now connected to Attentive.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Re:amaze integration.