CRM/Lead Manager
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      Troubleshooting LionDesk

      - Doc

      - Notes

      Set Up: 

      Login to your Real Geeks website at https://leads.realgeeks.com/


      Go to http://leadrouter.realgeeks.com/


      Click Configure Destinations 

      Select the website you wish to enable.  

       

      When the screen loads, choose "Connect" the Lion Desk box

      You will need to login to Lion Desk (or have the client provide you the API key) which is found through Settings (1) > Third Party Integration (2) > Press the Enable button in the Real Geeks column (3) > Copy the API key that populates (4) 

       

       

      Paste the API Code into the field. Then select the Agent (if they only want leads from that agent sent to Lion desk) or leave it as a string to have everything sent to Lion Desk. You can also select the option if they want the lead to be assigned before it is sent to Lion Desk. 

       

      **This is probably the most important part when it comes to troubleshooting. Make sure that the correct user and behavior is in place. Also, make sure the assignment to destination is configured correctly. Most of the time they do not have the right user selected (or they don't have it to string and they want every lead to be routed to liondesk) In these situations, make sure it is at string and the behavior is set to 'No, don't wait' 

       

       

      After it is saved you will see LionDesk has been added.

       

      Go to your Settings in LionDesk: In “Lead Distributions and Team Settings”:

       

       

      • Select the Lead Source Provider ( Step1)
      • Click on “Add New Lead Routing” (Step2)

       

       

       

      Then fill out the information required.

       

       

       

      • Source : You are going to select the same "Lead Provider Source" you selected in Step 1
      • Campaign: The Selection of a campaign is optional. Select from the Drop Down an Auto-Responder (LionDesk version) that will automatically go out to the leads as soon as they come in LionDesk.
      • Distribution Setting:
      •      - Individual: Choose that option if you are a solo agent and then stop here and hit "Save Lead Routing"                                                                  
      •      - Team Rollout : Choose that option if you are a team of agents and would like the leads distributed among team members. Then Select Which "Distribution Method" and Which "Team" Once Done hit "Save Lead Routing"

       

       Troubleshooting: 

      Common Ticket Issues:

      "My lead isn't routing into LionDesk" 

      Go into the Lead Router and make sure that the configuration is proper to do the behavior that they want. For example: If they want all leads to route into LionDesk before they are assigned or unassigned, they will need to have it in a string and the option of  "No, don't wait" selected." and the string selected for the user. 

       

       

      "How do I get the API key for LionDesk?" 

      See 'Find your API Key' in this doc: 

      http://docs.realgeeks.com/liondesk

       

       

      "Do I use the Lead Manager or Lion's Desk for round robin Assignment?"

      You can use either one for round robin assignment, however setting up the integration to use RealGeeks for round robin assignment is a more involved task. It is recommended that clients use LionsDesk. 
      How to set up RealGeeks round robin:

      • The Site Owner of the RealGeeks site will need to have their agents provide the API keys for their individual LionsDesk accounts.
      • The Site Owner will need to create a new destination for each agent in the Lead Router using the Custom API option with settings similar to these:

       

      How to access a site's Lead Router: 

       

      You will first need to find their SITE UUID. In this example I will be using the Lead Manager to find the SITE UUID: 

       

      > Go to leads.realgeeks.com 

      > Make sure you're in your superuser account

      > Go to Companies tab

      > Type in the website name

      > The UUID is the fourth column under SITE UUID

       

      Copy the UUID and then add it at the end of this URL: 

       leadrouter.realgeeks.com/outgoing/from/INSERTUUIDHERE

       You can then look at the configuration of their Lead Router to troubleshoot issues. 

       

      How can I check to see if the integration is working?

      > First, follow the steps above to find the client's site UUID and view their Lead Router settings

      > Click the "Test" button on the right column of the integration list and use the pictures below as a guide.

      Notes:

      What does the LionDesk API track?

      View this document to see what exactly we send to LionDesk: 

      https://api.liondesk.com/docs.html

      This is also how we would run tests to confirm that the data is sent over to LionDesk. 

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