NeetoEngage Integration

NeetoEngage collects feature requests from your customers. Customers can vote on the requests they care about, so you can see which features are wanted most. You can also share a public roadmap and a changelog to tell customers what is planned and what has been released.

The NeetoEngage integration creates feature requests in NeetoEngage from your NeetoChat conversations. When an agent starts a private note on a conversation with fr, NeetoChat reads the conversation with the customer. It then adds the customer's vote to a matching feature request, or creates a new feature request if there is no match.

NeetoEngage and the fr command are not available to everyone yet. To request early access, email us at support@neetochat.com with your NeetoChat workspace URL. Until it is turned on for your workspace, the AI Assistant section does not appear in the Admin Panel, and typing fr in a note does nothing.

Creating an API key in NeetoEngage

1. In NeetoEngage, go to Admin panel > General > API keys.

2. Click Add API key.

3. Enter a name for the key, for example NeetoChat.

4. Under Token expiration, select No expiration.

5. Save the key.

6. Click the copy icon next to the new key.

Connecting NeetoEngage to NeetoChat

1. In NeetoChat, go to Admin Panel > AI Assistant > Knowledge Base.

2. If KB URL and KB API key are empty, enter the address of your knowledge base and an API key created in it. The page cannot be saved without them.

3. Under NeetoEngage agent commands, in NeetoEngage URL, enter the address of your NeetoEngage workspace, for example https://your-workspace.neetoengage.com.

4. In NeetoEngage API key, paste the key you copied from NeetoEngage.

5. Click Save.

NeetoChat checks the workspace URL and the API key with NeetoEngage before saving.

Adding a feature request from a conversation

1. Open the conversation in the Inbox.

2. Click Note above the message box.

3. Start the note with fr. To point it at a specific request, add a few words after it, for example fr export reports as PDF.

4. Click Add Note.

NeetoChat adds a 👍 reaction to your note and then posts a private note on the conversation with the result. If a feature request was created or voted on, the result note includes a link to it, its status and its total number of votes. If your note asks for more than one feature, NeetoChat first posts a note listing the requests it understood, then files each one and reports all of them in a single note.

To work out what to file, NeetoChat reads the messages between your team and the customer. It does not read private notes, except for the words you type after fr. Those words take priority over the rest of the conversation, so add them when the customer asked for more than one thing.

If a matching feature request already exists in NeetoEngage, the customer is added as a voter on it. If not, a new feature request is created with the customer as a voter. The customer can be added only when NeetoChat has their email address. If the conversation does not include a clear feature request, NeetoChat still searches NeetoEngage and tells you whether an existing request already covers the topic. Nothing is created in that case.

NeetoChat keeps the customer's name, email address and other personal details out of the title and description of the feature request, because these can be seen on your public roadmap. The customer's name and email, a short summary of what they asked for and a link to the conversation are added as a private note on the feature request, which only your team can see.

fr works only at the start of a new private note. It does nothing in a reply to the customer, or when you edit a note that was already added.