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Surbo ACE Integration

"Seamlessly bridge conversations with actions."

Purpose

This integration links Surbo Chat with its sister module Surbo ACE to allow agents and managers to access and inquire about customer tickets or leads directly from the chat window. With this connection, you can instantly view updates, track progress, and take quicker actions for priority conversations.

Ticket Enquiry

(Admin, Manager, TL, and Agent)

  • Enables agents to search or check ticket details by simply entering the Ticket ID.
  • Once a valid ID is entered, the system pulls:
    • Ticket subject
    • Status
    • Assigned agent
    • Customer info
    • Progress and activity history
  • Especially helpful for handling support-related or high-priority requests.

Lead Enquiry

(Manager, TL, and Agent)

  • Used to search and retrieve lead information by entering a Lead ID.
  • Upon input, the system displays:
    • Lead source
    • Contact details
    • Current stage
    • Activity timeline
  • Perfect for sales teams to track follow-ups and progress directly within chat.

What You Need

  • Integration with Surbo ACE must be enabled.
  • Valid Ticket or Lead ID is required to perform an enquiry.
  • All data fetched is real-time and read-only, ensuring security and integrity.