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We are currently using Zapier to help communication between our moderation team and a few members from product that we feel need to be aware of conversations that are happening so they can be documented appropriately. Our zapier connection currently is sending messages to teams channels. 

One thing we have noticed that would be helpful is to include the notes that our Moderating Team is adding into the Team Notes in the Message that is sent to Microsoft Teams. I have been able to find a way to grab details such as Moderator Label through the API fetch, but I am looking to see if we can grab these Team Notes that are only visible in control?

 

As a second part of this, we are possibly moving another part of the moderating team to getting notified via teams channels when a post hits ‘their area of expertise’ but would like to include the URL for the control side along with the URL for the front end (which is currently being included).

If anyone has any recommendations or found a way to fetch this information from Control, I would greatly appreciate the assistance!

Thanks!

On the second one, the payload of the trigger should have what you need for both

would like to include the URL for the control side along with the URL for the front end (which is currently being included).

 

If you use the url {your domain}.insided.com/{content type}/{content type Id} it will open the link in control for you. The same works for the front end when it’s community.{your domain}.com/{content type}/{content type id}. Those URL convert to the long seo-friendly versions that include the topic title. But those other words are just there for SEO and a friendly URL; they don’t typically make a difference. The ID number will redirect/open the right post. 

For example: 

gainsight-en.insided.com/questions/1234 (control back end) and community.gainsight.com/questions/1234 (front end) would open pages for the same question (questionId 1234)

 

On the first one…

One thing we have noticed that would be helpful is to include the notes that our Moderating Team is adding into the Team Notes

 

I don’t see anything in the API that provides this data for you. :( 

  • Nothing in the webhook payloads
  • Nothing in the payload when you look up a question by Id

So you probably have to add an idea and hope it gets delivered. 

Based on my experience and understanding, API updates are among the easiest ideas to deliver, as it doesn’t require more code-based changes to the UI for the front end or control. And often APIs have hidden and/or undocumented end points that they update to make public and usable. (However, if the underlying code and functionality isn’t already set up, then the API add probably won’t be “easy”)

All that to say, if I was asking for an enhancement from Gainsight for this, here’s what I would request: new webhook from question.ModerationNotesAdded (or something like that). Similar to question.ModerationTagsChanged webhook. 

Then, if they were able to deliver that with relative ease and speed, here’s how I would automate it with two Zapier automations: 

  1. Post goes to Teams/Slack channel when it’s related to their expertise
    • Moderator Tags are updated with the threadId from that Teams/Slack post
  2. Updated Team Notes (the new webhook you’re requesting) updates the Teams/Slack channel with the notes
    • Uses the threadId from the moderator tags in automation 1
    • Keeps the conversation in one thread, rather than starting a net-new thread in Teams/Slack on the same question

I’ve used that approach for some similar use cases around escalating the need for staff help on questions. The first automation creates the thread, then I reply in the thread for any reminders if x time passes and it’s still not solved. That way, if the team is discussing something about it in the thread, it’s all in one place; and those on the thread are pinged when the new message gets added to the thread via the automation. 

 

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