Integrations

Posts from support conversations

When a customer asks for something in a chat or an email thread, select their words and click a bookmark: UpVoiced opens with a new post filled in, on their behalf, linked back to the conversation. You review it and create it. It works in Intercom, Crisp, Help Scout or any other help desk you use in a browser, without installing an app there.

Set up the bookmarklet

1. In the dashboard, open Settings → Integrations and find Create posts from support conversations. Any team member can use it.
2. Optionally pick the board new posts should start on, and whether the bookmarklet should ask for the customer’s email each time.
3. Select Copy bookmarklet. In your browser, add a bookmark (for example on the bookmarks bar), name it “UpVoiced post” and paste the copied text as its URL.

Create a post from a conversation

1. Open the conversation in your help desk and select the customer’s message.
2. Click the “UpVoiced post” bookmark. If you chose to, type the customer’s email in the box that appears (leave it empty to post as yourself; Cancel stops).
3. Your dashboard opens in a new tab with New post filled in: the board, a title suggested from the first line, the message quoted in the description, the customer’s email and the conversation link. If you are signed out, you sign in first and come back to the form.
4. Check every field and select Create post. Until then nothing is saved. With an email, the customer becomes the author and a follower, and gets a “we logged your request” email. Cancel closes the form and discards it.

The conversation link is saved as an internal note on the post, visible only to your team: it is never part of the public post. Remove it from the form if you do not want it.

What the bookmarklet does, and does not

• It reads three things on the page you are on: the selected text (or the selection in a focused text field), the page address and, when enabled, the email you type. Then it opens one new tab on your dashboard with those values in the address. That is all.
• It holds no API key, token or password and sends nothing anywhere itself. Creating the post uses your normal signed-in dashboard session, after you confirm.
• It adds no script, element, style or listener to the help desk’s page, so pages with a strict Content Security Policy keep it. Browsers run a bookmarklet as your own action; if a browser or a company policy blocks bookmarklets on a page, use the link template below or copy the text into New post by hand.
• The dashboard treats the values as untrusted: it cuts them to the limits below, removes control and text-direction override characters, and accepts only an http or https conversation link without credentials. The new tab gets no reference back to the help desk’s page.

Link template

The same form opens from a plain link, for tools that can build links from placeholders, browser extensions or your own scripts. Copy your workspace’s template from the same settings section; it looks like this:

https://app.upvoiced.com/inbox?compose=1&workspace=<workspace id>&title={title}&text={text}&source={source}&email={email}

Replace each placeholder with the URL-encoded value, or leave it empty. For example:

https://app.upvoiced.com/inbox?compose=1&workspace=0190f5e2-4c1d-7a3b-8c2d-5e6f7a8b9c0d&text=Could%20we%20export%20the%20board%20to%20CSV%3F&source=https%3A%2F%2Fhelpdesk.example%2Fconversations%2F4242&email=pat%40example.com

A link never creates anything on its own, whoever made it: it only fills the form. Never add an API key to such a link.

Automate it instead

To log every tagged conversation without a click, have your help desk’s automation call the API: see creating posts, with the ready-made HTTP steps for Zapier and Make. Posts created through the API are public at once, so keep a person in the loop when the text comes straight from a customer.