Documentation

This guide outlines the steps to integrate FluentSupport with FluentCommunity, enabling course-specific support functionalities directly within your WordPress environment.

1. Creating Custom Ticket Fields for FluentCommunity Courses #

This integration allows you to add custom fields to your support portal, enabling customers to select FluentCommunity courses when submitting tickets.

1.1 Accessing Custom Ticket Fields #

1. Navigate to “Global Settings” within your FluentSupport dashboard.
2. From the left-hand menu, select “Custom Fields”.
3. Click on the “Add New Field” button.

1.2 Configuring the FluentCommunity Course Field #

1. In the “Add New Custom Field” modal, locate the “Field Type” dropdown.
2. Select “Fluent Community Courses” from the available options.

3. Set the “Public Label” (e.g., “Course”) and “Admin Label” (e.g., “Course”) for the field.
4. Optionally, add a “Placeholder” text (e.g., “Select your course here”).
5. Check the “Required” checkbox if this field is mandatory for ticket submission.
6. Click “Add” to create the custom field.

2. Creating an Automation Workflow with the Custom Field #

Workflows automate actions based on specific triggers and conditions, such as the course selected in the custom field.

2.1 Initiating a New Workflow #

1. From your FluentSupport dashboard, navigate to “Workflows”.
2. Click on the “Add New Workflow” button.

2.2 Defining Workflow Details #

1. Provide a “Workflow Name” (e.g., “FluentCommunity”).
2. Select “Automatic” as the “Workflow Type”. Automatic workflows run based on specific events and conditions.
3. Click “Continue”.

2.3 Setting Triggers and Conditions #

1. In the “Set Your Trigger & Conditions” section, define the trigger for the workflow.
2. Under “Conditions,” select the custom field you created for FluentCommunity Courses. This allows you to set conditions based on the course selected by the customer.
3. Configure the conditions as needed (e.g., “Fluent Community Courses” “is” “Learn Python”).
4. After that you can set the actions for the Workflow. 

For additional details regarding workflow functionalities, please refer to this article.

3. FluentCommunity Widget in the Ticket Section #

Once integrated, a dedicated “Fluent Community Courses” widget will be visible to agents within the individual support ticket view.

3.1 Widget Visibility #

When an agent opens a support ticket, the FluentCommunity Widget will appear on the right sidebar, providing immediate context about the customer’s course enrollments.

3.2 Information Displayed #

This widget displays key information related to the customer’s FluentCommunity engagement, including:

• Course Name: The title of the enrolled course (e.g., “Learn Python”).
• Progress: The customer’s progress within the course (e.g., “0%”).
• Enrolled At: The date when the customer enrolled in the course (e.g., “2023-05-28”).

If you have any further questions about this guideline, feel free to reach out to our support team—we’re always here to help!