Octadesk

Overview

This integration imports conversations from your Octadesk account into Birdie, allowing customer interactions to be analyzed within the Birdie platform.

In order to authorize the Birdie integration to collect data from your Octadesk account, you must provide valid API credentials.

Requirements

To set up this integration, you’ll need:

• An API Token

• Your Octadesk subdomain

To retrieve these credentials, follow the instructions below:

Setup in OctaDesk

1

Access Octadesk

Log in to your Octadesk account.

2

Generate an API Token

Navigate to the "API" section.

Then, click "Create API token", provide the agent associated, and copy the generated API Token.

Make sure you're using the new API tab, not the Legacy API tab.

3

Retrieve your Subdomain

Click on your profile name in the bottom-left corner of the application.

Your account subdomain will be displayed there.

Share Connection Details with Birdie

To configure the integration, securely provide Birdie with the following information.

{
  "api_key": "YOUR-API-KEY",
  "subdomain": "YOUR-SUBDOMAIN"
}

Field	Required	Description
api_token	Yes	API token used to authenticate to the Octadesk API.
subdomain	Yes	Your organization's Octadesk subdomain.

Share credentials securely with the Birdie team. Never send credentials via email or unencrypted channels.

Connect to Birdie

After completing the setup above and securely sharing the required credentials, the Birdie team will configure the connector and confirm when the integration is active.

API Considerations

Revoking or regenerating the API token will interrupt data synchronization until the new credentials are shared with Birdie.

Data in scope

Import Process and Update Frequency

Birdie periodically retrieves the most recently updated records from Octadesk and imports their associated metadata. This process runs on a regular schedule to ensure customer interactions remain up to date within the platform.

Data Imported

For each conversation, Birdie imports:

• The chat messages exchanged between customer and agent, including who authored each message (customer, agent, or bot).

• Contact associated with the conversation.

• Organization information linked to the contact.

• Chat metadata (e.g. bot info, status).

Custom fields

If your Octadesk setup includes custom fields, these fields can be imported into Birdie, preserving your existing data structure and business context. They allow you to capture additional information beyond the standard conversation data.

Once imported, these fields become available as custom fields in Birdie, enabling enhanced segmentation, filtering, and deeper analysis across customer interactions.

For more details about custom fields in Octadesk, refer to the official documentation.

References

• Octadesk General Documentation

• Octadesk Developer Documentation