How to send Ticket from CDP 365 to Antbuddy?

STEP 1: Create Antbuddy destination

1. Open Channel Integration

• Log in to CDP 365. Hover your mouse over Settings. Choose Channel Integration.

2. Click to create a new Destination. Choose Webhook.

3. Choose Antbuddy

4. Fill the necessary information

General information

• Destination Name

• Description

• Method: Choose Send Ticket

Configure fields

• Webhook Url: The Webhook Listener link in your account on Antbuddy. To get the URL, do as follow:

1. Open Webhook setting on Antbuddy

1. Copy the URL -> Paste to Webhook URL field in CDP 365

If you haven't had the URL, click

• Sender User: Email address of sender

General Setting

Frequency Capping

Frequency Capping settings allows users to limit the times an audiences receiving a marketing message.

Option	Description
Ignore duplicate messages for the scheduled journey	One audience just receive one message in an iteration of journey schedule
Limit frequency for the journey (3 months duration)	Limit allocation frequency to 1 audience in a journey for 3 months (Ex: 2 times/person)
Limit frequency for destination	Limit allocation frequency to 1 audience per unit of time (hour, day, etc.) (Ex: 3 times/month, 1 times/day)

Delivered rate

Delivered rate setting allows users to limit the number of messages sent per second for a specific Destination.

Option	Description
As fast as possible	The maximum number of marketing messages sent per second will depend on the system possibility.
Limit send rate {x} time(s) per second	The number of marketing messages sent per second will be set by user. (Ex: You are creating a destination for G Suite Email, the value you set is 100. That means only 100 emails will be sent in 1 second)

5. Click Save to save the Destination

STEP 2: Create a Customer Journey

1. Log into CDP 365 system. Hover your mouse over Marketing and go to All Channels menu.

2. Choose Orchestration

3. Click to create a new Customer Journey

4. Configure the Trigger node

• The type of trigger node for Webhook is always Scheduled trigger

Journey schedule

Trigger Journey

• Once: The journey will run only 1 time

• By hour/day/week/month: The Journey will run hourly/ daily/ weekly/ monthly

Trigger time - The time Journey will start running

• At a specific date & time: Choose the date and time the journey will start

• Right after the journey activated: The journey will run after you click Activate

Include/ Exclude Audiences

• Choose the audiences who are able/not able to go to the Journey

• Click or to add audiences.

General Settings

Limit the time an audience would receive a ticket

• Unlimited frequency: The audience will receive as many ticket as the journey run

• Limited frequency: The audience will receive {x} ticket per day/week/month/lifetime

5. Add and configure Destination node

• Click to add Destination node -> Choose Antbuddy

• Choose Design from scratch

• Design the campaign:

1. Settings

• Campaign Name

• Delivery Destination: Choose the destination you created in STEP 1

• Delivery Algorithm

• Delivery Hours of the Day: Choose the time you want to send the Ticket to Antbudy

1. Compose

Field	Description
Variant Name	The name of the Ticket you will send
Contact Type	BO Customer or BO Lead
Title	The title of the ticket
Content	The content of the Ticket
Email	The email of customers
Phone Number	The phone number of customers
Group Name	Choose the group of ticket
SLA Name	SLA (Service-level Agreement) of the ticket
Channel	The channel that you will reply ticket from client
Tag Name	Choose the tag of Ticket

6. Save and Activate the Journey

• Click Save to save the Journey

• Click Activate to start running the Journey