🎯Grispi Starter Guide

Welcome to Grispi! After creating your account, use this starter guide to quickly set up and begin managing multi-channel customer support.

In this guide, you’ll find step-by-step instructions for:

• User management
• Ticket forms and filter settings
• Automations
• Integrations with email, social media, WhatsApp, and call center systems

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✉️ 1. Email Integration

✅ What does it do?

Automatically converts customer emails into support tickets in Grispi.

🔗 For Other Email Services (Outlook, Exchange, Yandex):

If you’re using a non-Gmail system, follow this guide:

👉 Guide to Forwarding Email to Grispi

📧 Need help? Contact: → [email protected]

Also see: How to Integrate Email in Grispi (Mail Forwarding)

📩 Your Unique Forwarding Address:

[email protected]

All emails forwarded to this address will be converted into support tickets.

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☁️ Gmail / Google Workspace Setup:

🔧 Installation Steps:

1. Log in to your Gmail account
2. Go to Settings (⚙️) > See All Settings
3. Click the Forwarding and POP/IMAP tab
4. Click Add a forwarding address
5. Enter: [email protected]
6. The Gmail confirmation email will appear in Grispi as a ticket
7. Copy the verification code and paste it into Gmail
8. Enable and save forwarding

✅ All incoming Gmail messages will now appear in Grispi automatically.

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🔐 2. Add User

✅ What does it do?

Invites team members to view, manage, or respond to support tickets.

🛠️ How to do it:

1. Go to Settings > Users
2. Click Add User
3. Enter the name, email, and select a role
4. An invitation email will be sent to the user

📄 Related article: How to Add a User in Grispi

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🗂️ 3. Create Filters

✅ What does it do?

Organizes incoming tickets based on rules, helping agents focus on what matters.

🛠️ How to do it:

1. Go to Tickets > Filters > Create Filter
2. Name your filter (e.g., Instagram Tickets)
3. Set conditions:
   • Channel = Instagram
   • Status ≠ Closed
4. Click Save

📄 Related article: How to Create a Filter

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🧾 4. Ticket Forms and Fields

✅ What does it do?

Customizes the data you collect from customers to improve routing and resolution speed.

🛠️ How to do it:

1. Go to Settings > Ticket Forms
2. Create or edit a form
3. Add fields like Description, Order Number, File Upload
4. Define which fields are required or hidden

📄 Related article: Creating a Customer Ticket Form

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⚙️ 5. Triggers

✅ What does it do?

Performs automatic actions when specific events occur—like assigning tickets or sending notifications.

🛠️ How to do it:

1. Go to Settings > Automation > Triggers
2. Click Add Trigger
3. Define conditions (e.g., Channel = Instagram, Status = Open)
4. Set actions (e.g., Add tag: social media)
5. Save and activate

🎯 Example use cases:

• Tag all Instagram tickets as “social media”
• Route WhatsApp tickets to a specific team
• Flag holiday-related tickets for prioritization

📄 Related article: How to Create a Trigger

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🔁 6. Automations

✅ What does it do?

Executes time-based or manual rules to handle repetitive tasks like follow-ups or escalations.

🛠️ How to do it?

1. Go to Settings > Business Rules > Automations
2. Click Add Automation
3. Define conditions (e.g., Created > 5 days ago, Status = Open)
4. Choose actions (e.g., Change Status to: In Follow-Up)
5. Save and activate

📄 Related article: How Can I Create Automation?

🎯 Example use cases:

• Escalate unanswered tickets after 48 hours
• Move 5-day-old tickets to “In Follow-Up”
• Auto-close tickets 3 days after no customer response

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📣 7. Social Media Integration

✅ What does it do?

Connects Facebook and Instagram accounts to Grispi, so DMs and comments become support tickets.

📌 Steps:

1. Contact Grispi technical support to request ConnexEase setup
2. Arrange a meeting with a Facebook Business Manager admin
3. After the meeting:
   • Go to Settings > Channels > Social Media > G-Social
   • Open the ConnexEase section
   • Enter the username and password provided
4. After setup, create a filter (e.g., Channel = Instagram)

📄 Related article: Grispi Integration with ConnexEase

📅👉 Schedule a meeting

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💬 8. WhatsApp Integration

✅ What does it do?

Automatically converts WhatsApp messages into support tickets.

⚠️ Important Notes:

• The number must be able to receive SMS or calls
• Any IVR system must be disabled
• The number must be linked to a physical phone

📌 Steps:

1. Contact the Grispi technical team
2. Setup is completed via ConnexEase
3. Verify the number via SMS or call

📄 Related article: How to Integrate WhatsApp in Grispi

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☎️ 9. Call Center Integrations (e.g., Alotech, Oprisus)

✅ What does it do?

Links incoming/outgoing calls to support tickets and displays caller info on the agent’s screen.

📌 Steps:

1. Contact the Grispi support team
2. Provide the following details:
   • Number of agents
   • Each agent’s full name, email, and extension

📧 For help: [email protected]

📄 Related articles:

What Is Oprisus (Solveline) Call Integration and How to Activate It?

Grispi Call Center Integration: Alotech and Oprisus

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✅ You’re All Set!

You’ve now:

• Added team members
• Integrated your communication channels
• Set up filters, triggers, and automations

With Grispi, you’re ready to manage all customer tickets across multiple channels—efficiently, centrally, and professionally.