Funilwell documentation
Funilwell shows the requester's RD Station CRM contact, deals, tasks and notes in the Zendesk Support ticket sidebar (and on user profiles), in Portuguese (Brazil) or English, and lets agents you allow create a contact, add a note to a deal, create a deal from the ticket or record an opt-out. Every action is confirmed first and logged on the ticket as an internal note.
Requirements
- Zendesk Support (any plan that allows Marketplace apps). Funilwell runs in the Agent Workspace ticket sidebar, the new ticket sidebar and the user sidebar.
- RD Station CRM on the Basic, Pro or Advanced plan (RD Station's API needs one of them).
- An RD Station CRM user whose API token Funilwell uses (see "Which RD Station user").
Setup
- Pick or create the RD Station CRM user (a dedicated one is best).
- Signed in as that user: RD Station CRM > Settings (Configurações) > Integrations (Integrações) > copy the token.
- Install Funilwell, choose your plan, paste the token into RD Station CRM API token.
- Optional settings: who may take actions, which actions exist, a default pipeline, the language.
- In Zendesk Admin Center > Apps and integrations > Zendesk Support apps > Funilwell, restrict the app to the roles or groups that work with sales data, if not everyone does.
Which RD Station user
RD Station CRM gives every user one token, and the token can see and change exactly what that user can. So:
- Visibility. RD Station's visibility levels (Restrito, Equipe, Geral) for deals, companies and contacts decide what Funilwell shows. With Geral, agents see every customer's deals; with Restrito, only that user's. A deal the user cannot see is counted in the sidebar ("1 deal is hidden by the visibility...") but not shown.
- Who did it. Notes an agent adds are recorded as the RD Station user with the agent's email when there is one, otherwise as the token's user. New deals belong to the owner the agent picks, or the token's user.
- A dedicated user ("Zendesk (Funilwell)") keeps Funilwell's visibility and its API budget (120 requests a minute per token) separate from any person's, and lets you replace the token without touching a salesperson's account.
- Treat the token like a password. RD Station CRM only accepts it in the request address. Zendesk keeps it in a secure setting and adds it on the way to crm.rdstation.com, so agents' browsers only see a placeholder. A person with access to the app and the browser's developer tools could still use it on purpose, so restrict the app to people who should see your CRM, and when one of them leaves, deactivate the RD Station user and install a new user's token.
What agents see
| Section | Contents |
|---|---|
| Contact | Name, job title, email, phone, company, website, contact since, LGPD communications status |
| Deals | Up to 5 deals, open ones first: name, value (R$), stage, pipeline, owner, expected close date, Paused, a "stalled N days" flag when RD Station marks the deal as stopped too long; won and lost totals; a count of any further deals |
| Open tasks | Open tasks on up to 3 open deals: subject, type, due date and time (Brasília), deal, owners, Overdue |
| Recent notes | The latest 5 notes on each of those deals, newest first, with deal, author and age |
| Search | Any contact by email, name (2 letters or more) or RD Station id (or contact address) |
Dates are shown in Brasília time, as RD Station CRM stores them.
Actions
| Action | What happens in RD Station | Setting |
|---|---|---|
| Create a contact | A contact with name, email, phone, job title and, if chosen, an LGPD data processing legal basis (legitimate interest, pre-existing contract or consent). Funilwell looks the email up again first and refuses if a contact already has it | Allow creating contacts (on) |
| Add a note | A note (anotação) on the deal you pick, with your text and the ticket number, link and optionally subject | Allow adding notes (on) |
| Create a deal | A deal in the pipeline and stage you pick, owned by the user you pick (or the token's user), with an expected close date if you set one, at the contact's company; then the contact is linked to it; then a note with the ticket link is added | Allow creating deals (on) |
| Record an opt-out | The contact's communications legal bases become declined (one is added if there was none); data processing bases stay as they are | Allow recording opt-outs (off) |
Each action writes an internal note on the ticket naming the agent and the RD Station record,
and adds a tag: funilwell_contact_created, funilwell_note, funilwell_deal or
funilwell_opt_out. Use the tags in views and reports.
Nothing is retried after an unclear failure (no answer, or an RD Station server error), because RD Station could have saved it: Funilwell tells the agent to refresh and check. When a deal is created but the link or the note step fails, Funilwell says which one and does not create the deal again.
Who may take actions
Who may take actions takes a comma-separated list: agent (everyone, the default), admin,
custom role ids, and group:<id>. Everyone else sees the panel read-only. Actions are only on
saved tickets (each one is logged there), not on new tickets or user profiles.
Language
Language is auto by default: each agent sees Funilwell in their Zendesk language (Portuguese
for any Portuguese locale, English otherwise). pt-BR or en sets one language for everyone.
Ticket notes are written in the language of the agent who acts. The settings page shows in
Portuguese for admins whose Zendesk is in Portuguese.
Plans
- Team: $100 a month for up to 12 agents and admins. Scale: $8 per agent a month from 13.
- 14-day trial with a card; no free plan. If your account grows past the plan, Funilwell keeps showing RD Station data and turns actions off until an admin changes the plan.
Troubleshooting
| Message | What to do |
|---|---|
| RD Station did not accept the token | Paste the token of an active RD Station CRM user. A deactivated user's token stops working |
| No RD Station contact for ... | The email in Zendesk differs from RD Station's. Search by name, or add the address to the contact in RD Station |
| ... deals are hidden by the visibility ... | Raise the token user's deal visibility to Geral in RD Station |
| This contact has no deal yet ... | Create a deal first; RD Station keeps notes on deals |
| The deal was created but RD Station did not link it ... | Link the contact to the deal in RD Station; the deal exists once |
| RD Station allows 120 requests a minute ... | Wait a moment. Use a dedicated RD Station user so other integrations don't share the budget |
| Actions are off until the plan matches ... | An admin changes the plan in the Zendesk Marketplace |
Uninstalling
Uninstalling deletes the stored token from Zendesk. Internal notes and funilwell_* tags on
tickets stay, as do records created in RD Station. Deactivate the RD Station user if you no
longer need it.
Support
hello@greatwork.company, in English or Portuguese. A person replies within one business day.