This guide explains how to connect your customer support platforms to Contentsquare Conversation Intelligence and complete setup. Setup usually takes 15 to 30 minutes, depending on the number of platforms you connect.
Before you start, make sure you have the items listed in Before you begin. You can return to the setup wizard at any time to check a connection or add another platform.
Before you begin
Have these items ready before you start:
- Your activation email: Setup begins from an email invitation.
- Your platform credentials: Depending on the platform, you may need a Base URL, API key, Client ID, or Client Secret. You also need sign-in access to authorize the connection.
-
Eligible conversations: Add the
csq_eligibletag to every conversation you want to analyze. See the The CSQ eligible tag: choose which conversations to ingest to learn how.
You must add the csq_eligible tag to every conversation you want to analyze, or no data will come through, even if the connection succeeds.
Step 1: Authenticate your Contentsquare user
Open the email invitation to activate your Contentsquare user account. Follow the link to authenticate and create your credentials.
After your account is verified, Contentsquare redirects you to the Conversation Intelligence setup wizard.
Step 2: Review the welcome screen and terms
The welcome screen shows the estimated time for each part of setup.
Review and accept the Terms and Conditions. By connecting your conversation data, you agree to Contentsquare processing it under those terms. Select the acceptance checkbox, then click Let's get started.
Step 3: Select and connect your platform(s)
There are two ways to bring your data into Conversational Intelligence:
- Connect via the UI: Connect a customer support platform through the onboarding wizard.
- Use our API: Send conversation and voice data directly from your own systems through the Conversation Intelligence API.
We recommend that you use the API if your CRM is not supported, or if you want to to send data directly from your own systems. Note that CSAT scores are not supported through the API.
Step 3a: Connect via the UI
Select the first customer support platform you want to connect from the dropdown menu. Repeat these steps for each platform you want to connect.
Platforms that are already connected don't appear in the dropdown menu.
Enter your credentials
Enter the credentials for the platform you selected. The fields vary by platform. For example, you may enter a Base URL and API key, or a Client ID and Client Secret.
See the integration guide for the platform you selected.
Select the channels to import
Choose which conversation channels to import for this platform. The available channels depend on the platform. You must select at least one channel before you can connect the platform.
Confirm that your conversations are tagged
Add the csq_eligible tag to the conversations you want to import. Without this tag, no data comes through, even if the connection check passes.
Select the checkbox confirming I've added the tag and I'm ready to connect, then click Connect CRM. The button stays disabled until you complete all required fields and select the checkbox.
Authorize access
Contentsquare redirects you to your platform's sign-in page. Sign in and approve the access request.
Review the connection result
- Success: The setup moves automatically to the data check.
- Issue: If the credentials or authorization fail, you return to the credential screen. An error message appears, and your previous entries remain. Correct the issue and try again, or cancel and select another platform.
Step 3b: Use the Conversation Intelligence API
If you don't use a supported platform, or if you want to send data directly from your own systems, select Use our API on the platform selection screen instead of selecting a platform.
The API supports text conversations and voice calls. This option doesn't require a CRM connection.
- Review the API setup information: On the Connect via Conversation Intelligence API screen, review the setup notes and open View API documentation so your engineering team can prepare. Click Generate credentials.
- Save your credentials: On the Save your credentials screen, copy your API endpoint, Client ID, and Client secret. Select the acknowledgment checkbox, then click Done.
- Share the credentials securely: Share the credentials with your engineering team. See Conversation and Voice Ingestion APIs for Conversational Intelligence for full details.
Your API endpoint, Client ID, and Client secret are shown only once. Store them securely. If you lose them, open a support ticket to generate a new pair. Generating a new pair invalidates the old credentials.
The API connection doesn't include a live connection check or a CSAT configuration step. The platform shows an In progress status, and data begins flowing when your engineering team starts sending it.
Data is typically visible in the Contentsquare UI within a few hours after ingestion begins.
Step 4: Check your data
After you connect your platform via the UI, an automatic data check verifies the connection and configuration. The check usually takes 2 to 3 minutes. You don't need to take action while it runs.
When the check finishes, one of these results appears:
| Result | What it means | What to do |
|---|---|---|
| Everything looks great | No issues found. | Click Proceed to continue. |
| Ready — with a couple of notes | Minor, non-blocking notes were found. | Click Proceed anyway, or fix the notes and click Re-run check. |
| Almost there — one thing to adjust | One issue must be fixed before you continue. | Follow the on-screen instructions, then click Re-run check. |
| We need to step in | The issue requires help from our team. | Your Customer Success Manager has been notified automatically and will reach out within 1 business day. You can also return to connect another platform. |
Step 5: Configure CSAT (optional)
If your team collects customer satisfaction scores, configure CSAT settings for the platform:
- Turn CSAT on.
- Choose a survey type, Numerical or Binary.
- Select a score range, 1–3, 1–5, 1–10, or Custom.
This step is optional. You can skip it and configure CSAT later. When you're finished, or if you skip this step, click Finish setup. The integration is then complete for that platform, and you return to the platform selection page.
Step 6: Check connection status and finalize onboarding
The platform connection page shows a status for each platform:
| Status | What it means | What to do |
|---|---|---|
| Connected (green) | The platform is fully set up and ready to use. | No action is needed. |
| Data check failed (yellow) | The connection was established, but the data check found an issue. | Click Continue set up and resolve the issue. |
| Not completed (yellow) | You started setup but didn't finish it. | Click Continue set up to continue. |
When at least one platform shows a Connected status, the Finalize onboarding button becomes available. Click it to complete the process.
If some platforms are connected and others aren't complete, you can still finalize onboarding. Only the connected platforms are included in the initial setup. Return later to finish the remaining platforms.
Step 7: You're all set
After you finalize onboarding, data ingestion runs in the background. It usually takes 24 to 48 hours. You can close the setup wizard and return to your dashboard.
You'll receive a notification when ingestion finishes and your insights are ready.
Need help?
If you run into issues during setup, your Customer Success Manager is available to assist. You can also re-enter the setup wizard at any time to check connection statuses or add more platforms.