Frequently
asked questions.

    Configure Make.com Integration Provider

    Within the agnoStack platform, our ecosystem of "Integration Providers" allow retailers to display custom data via external or internal systems directly within Zendesk to your support agents. This includes the ability to extend the native agnoStack capabilities, including our Customer Insights, Order Insights, and Advanced Timelines.


    The following guide covers the end-to-end process to configuring your own Extended Data integration using the industry leading Make.com iPaaS platform.


    Make.com Integration Provider: Order Insights
    Make.com Integration Provider: Customer Timline

    For general questions related to customizing and extending Zendesk via Make.com, please contact support@agnostack.com any time!



    Add your Make.com Add-On Provider Instance

    The Make.com Integration provider is setup inside of the agnoStack Add-Ons configuration screen.


    The first step is to obtain your API Path. In order to obtain the path needed, please proceed through the steps below to create your Scenario in Make.com and obtain your API Path needed for agnoStack.


    Make.com Integration Provider: Configuration


    Preparing your Make.com Scenario

    The Make.com setup begins with creating a new Scenario. The Scenario contains all the logic and external integration work that will feed data into agnoStack.


    From the Make.com sidebar, navigate to the "Scenarios" section, and create a new Scenario for agnoStack.


    Make.com Integration Provider: Scenario


    In order to securely encrypt the connectivity with Zendesk, there are a few quick required steps that need take place:


    1. First, add a new Module to your Scenario and choose "Encryptor".

    (NOTE: This is a temporary but REQUIRED step which will set up a secure API key inside of your Make environment)

    In the Encryptor settings, choose to "Add" a new key. You can enter ANY placeholder value for the key, as this will get replaced with a secret key that is obtained from agnoStack later in this setup. ENSURE you choose "Base 64" encoding and then click "Create".


    Once the temporary Encryptor is created, you can remove this module from the scenario (the Key created will remain and we will revisit below to update its value) - an optional newly created Encryptor may be added back in a later step (depending on the need to decrypt secure data in you Scenario).


    Make.com Integration Provider: Scenario Encryptor Module
    Make.com Integration Provider: Scenario Encryptor Key


    1. While still inside of your empty Scenario, attach a new "Custom Webhook" via the Module selector. In the Webhook settings, select the "Create a Webhook" button.

    In the API Keys section, choose the key that you created in the previous step. Ensure you also enable "Advanced Settings" and choose "Yes" for "Get request headers". Click "Save" to enable the new API Key for your Scenario.


    Make.com Integration Provider: Scenario Webhook Module
    Make.com Integration Provider: Scenario Webhook Create


    1. Once the webhook is created, copy the webhook URL address to your clipboard.

    Make.com Integration Provider: Scenario Webhook URL


    Configuring your Make.com Integration Provider

    1. Back over in inside of the agnoStack, continue with the Make.com Integration provider setup and enter the API Path from above using the webhook URL you just obtained from your Make.com Scenario.

    1. agnoStack will pre-generate a secure API Key for you, which you can copy using the clipboard icon to the right of the input field. You will need this value in steps below to enter back into Make.com.

    1. Proceed through the rest of the configuration screens in agnoStack, and click "Activate" to complete the setup on the agnoStack side.

    Make.com Integration Provider: Configuration


    Updating your Make.com Integration Provider

    1. The last step in the initial configuration is updating the secure API Key with the value you just received from agnoStack.

    1. Inside of the Make.com sidebar, navigate to the "Keys" section. Edit the key you created earlier, and replace the value of the key with the new secure value from Step 5 above - and click "Save".

    Make.com Integration Provider: Edit API Key

    You are now ready to develop your Scenario for briging your custom data into Zendesk via agnoStack!



    Building your Make.com Scenario


    Make.com Integration Provider: Scenario Template

    Before developing your first Make.com Scenario, we strongly suggest contacting agnoStack support to schedule a demo. We will gladly assist you to walkthrough the process together of how to get started!


    The agnoStack Integration will have 4 flows which can be added into your Scenario.


    • Events: This Flow is used to bring data into your agnoStack plugin in the form of custom Events for both the Order and Customer Advanced Timelines.

    • Metadata: This Flow is used to bring data into your agnoStack plugin in the form of Advanced Data for both the Order and Customer Extended Data tabs.

    • Insights: This Flow is used to bring your own Advanced Insights data into the agnoStack plugin.

    • Actionable Options: This Flow is used for bringing custom Actionable Options for an Order to be made available to agents within the agnoStack Order Details badge.

    NOTE: It is requireed that each Flow also sends back a Custom Response Header containing a key of "x-make-apikey" with a value equal to your agnoStack API Key. This can typically be handle programatically using code similar to the following:. 
    {{{get(map(1.__IMTHEADERS__; "value"; "name"; "x-make-apikey"); 1)}}}

    Each flow needs to be configured via a Make.com Router module. NOTE: The condition for each route needs to explicitly match one of: [insights, events, metadata, options]. It is also required to have a "fallback" route is created to handle any exception cases.


    Make.com Integration Provider: Router Flow


    Secure data within your Make.com Scenario (OPTIONAL)

    Several key pieces of data will be sent to your Make.com scenario encrypted by agnoStack to ensure PII information is not exposed. This data can be decrypted directly within you Make.com Scenario/Flows if needed.


    Make.com Integration Provider: Decrypt Secure Data

    In order to decrypt any of the agnoStack shared secure PII data, you will need to set up specific custom decryption via the "Make Code" Module combined with an "AES Decrypt Advanced" Module within your Scenario. For help with this setup - please contact info@agnostack.com and our Engineering Team can schedule time to walk through the configuration together with your team.


    NOTE: Most customers are able to get full use of their Make.com scenarios without ever needing to access any of the secure/encrypted data!



    JSON Data Schema

    For your Scenario to be consumed via the agnoStack Zendesk plugin, the final output must strictly conform to our generic JSON data model. It has been designed to be extremely flexible to allow you to bring back many forms of complex data and supports grouping "Data Items" to enhance the agent display.


    The final output from your Scenario needs to match a data format/schema that the agnoStack plugin will understand. Failure to provide valid JSON will result in your data not being displayed in the agnoStack plugin in Zendesk.


    The required data schema for the Integration Flows can be accessed here: OpenAPI3 data schema


    The following example illustrates a sample of some valid JSON returned by one of the Flows - along with how it would be displayed inside of the agnoStack plugin.

    {{
data: {
  order: [{
    identifier: 'Customer ERP',
    data: [{
      identifier: 'ID#',
      type: 'data_text',
      value: '12344355',
    }, {
      identifier: 'Fulfillment',
      type: 'data_badge',
      value: 'ready',
    }, {
      identifier: 'Priority',
      type: 'data_boolean',
      value: false,
    }]
  }, {
    identifier: 'Segment',
    data: [{
      identifier: 'Member Value',
      type: 'data_percent',
      value: 80,
      icon_url: 'https://PATH_TO_ICON.png',
      icon_title: 'Segment',
    }]
  }],
  customer: [...],
},
}}

    Make.com Integration Provider: Order Insights

    NOTE: Responses will be validated against the agnoStack schema before being made available to agents to ensure malformed data is not rendered.



    Available Custom Data Types

    The following core Data Types are valid to be displayed in the agnoStack UI as returned by your Scenario. We will continue to add additional data types to the schema as we further enhance the agent experience:


    • data_text
    • data_tags
    • data_json
    • data_link
    • data_pill
    • data_fact
    • data_agent
    • data_badge
    • data_gauge
    • data_phone
    • data_price
    • data_scale
    • data_button
    • data_toggle
    • data_groups
    • data_nested
    • data_rating
    • data_return
    • data_credits
    • data_related
    • data_percent
    • data_boolean
    • data_discount
    • data_products
    • data_dropdown
    • data_highlight
    • data_datestamp
    • data_timestamp
    • data_textblock
    • data_orderable
    • data_identifier
    • data_subscription

    If you have any additional Data Types that you'd like to see added to our schema and UI, please let us know any time. We tremendously value customer input and feedback toward the future of our product roadmap!



    Support & Troubleshooting

    If you have questions or are having issues with the Make.com Integration provider setup or developing within Make.com, please contact us at support@agnostack.com any time!



    We're always happy to help walk through and troubleshoot together with you - or even to help you develop your first Extended Data customization! We try to make ourselves available across time zones, but if you don't see a timeslot available that works for you please contact us via email and we'll do our best to accommodate.

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