Adding a Customer to a MailChimp Mailing List

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Overview

Desk.com's MailChimp App gives you an easy way to add a customer to a MailChimp mailing list that you maintain. You may use the MailChimp App to add a customer to a specific MailChimp list when a case is created, when an agent adds a label to a case, or when a case is resolved (to manage a follow up survey).


Setup

Getting started with your Desk.com App to trigger a MailChimp message requires a MailChimp account. To start Go to Admin > Apps > Browse Apps and click the MailChimp button (you'll see an image like the one below) and agree to the Terms of Service.
 
 
Great! Now you're ready to add an Account that you'll use as a Custom App. You can connect a MailChimp account and specify the list ID from your existing MailChimp Account.
 

 

Note: You can generate your MailChimp API key through the API section of your MailChimp account.


Accounts

A Desk.com App Account is the name you'll use to refer to this Custom Account when you use it in Actions and Rules.
 
You'll need to know the MailChimp Token and list ID for the MailChimp account you're using. 
 
Once you've connected your MailChimp credentials you can create an account name that make sense, like "My MailChimp Account".


Actions

An Action is the actual message you'll be configuring to send through Desk.com to your Account when a Rule fires that matches the conditions you set.
 
An example of an action is the following, written with Liquid variables to provide dynamic information about the current case:
 
 
When fired, this Action will use the MailChimp App to add a customer to the mailing list you specify.
 

Rules

Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case.
 
Here's an example rule, run on a "Case Updated" event:
 
 
A Business Rule fires when a Certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we'll fire the rule to add the customer to the list on an Updated Case Interaction with an All Condition requiring the label "Send to MailChimp", and then remove that label at the conclusion of that rule so that the MailChimp Message will not be sent until that label is added again.
 
In addition, this rule will anytime (not just during Business Hours). (You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Cases > Rules section of Desk.com's Admin.)
 

What happens when everything works?

When you update a case in Desk.com by adding the label "Send to MailChimp", the Rule will evaluate to be true, and the Action will fire to add the customer (using the Merge Text {{customer.first_name}} and {{customer.last_name}} to enter the name of the customer dynamically and add this customer to the MailChimp list using your MailChimp account.