# Superchat

Source: https://gokarla.io/docs/guides/resolve/integrations/superchat

# Superchat

:::info

The Superchat integration creates a structured conversation in your Superchat
workspace whenever a customer submits a Resolve claim. Photos, affected items,
order context, and the customer's resolution preference are attached
automatically.

:::

## What you need

Before you start, gather:

- **Superchat admin access** — to create an API key.
- **A Superchat API key** — created under **Settings → Integrations → API**.
  Superchat authenticates with an **`X-API-KEY` header**, so unlike Zendesk or
  Gorgias there is no account email or subdomain to provide.
- **An email channel ID** — the Superchat channel new claim conversations are
  sent from, e.g. `mc_1aBMS9FKwvSDjljRJI1aZ`. Required before you can enable
  the integration.
- **A default agent ID** (optional) — the Superchat user ID new conversations
  should be assigned to, e.g. `us_1aBMS9FKwvSDjljRJI1aZ`. Leave it empty to let
  Superchat route conversations through its own inbox rules.

Karla authenticates with your API key only — not your Superchat account
password.

## Connect Superchat for conversation creation

### 1. Create an API key in Superchat

In Superchat, open **Settings → Integrations → API** and create a key for your
workspace.

Name it something recognizable — e.g. `Karla Resolve Integration` — and copy
the key immediately.

:::warning
Treat the API key like a password. Do not share it in email or chat — enter
it only in the Karla portal.
:::

The key needs permission to create conversations, send messages, and attach
files in your Superchat workspace.

### 2. Note your email channel ID

Superchat sends claim tickets from a specific **channel**. Open the channel
from your Superchat inbox settings. The ID starts with `mc_` and appears in
the channel's URL:

```text title="Email channel ID"
mc_1aBMS9FKwvSDjljRJI1aZ
```

Enter the channel ID — not the channel display name.

:::important Use an email channel, not WhatsApp
WhatsApp only allows free-form messages within 24 hours of a customer writing
in. Claim tickets are always started by you, so a WhatsApp channel would need
a pre-approved template that cannot carry the claim details. Email channels
have no such window — that is why Karla requires an email channel here.
:::

### 3. Connect Superchat in the Karla portal

In the [Karla portal](https://portal.gokarla.io/), navigate to
**Settings → Integrations** and select **Superchat**.

Under **API Configuration**, paste your **API Key** and save it. Karla stores
it in a secret manager and shows only a masked preview afterward.

### 4. Configure the email channel

Once the key is saved, the **Integration Settings** unlock:

| Field                | Value                                                              |
| -------------------- | ------------------------------------------------------------------ |
| **Email Channel ID** | The Superchat email channel claims are sent from, e.g. `mc_1aBMS…` |
| **Default Agent ID** | Optional user ID to assign new conversations to, e.g. `us_1aBMS…`  |

Save the email channel ID, then toggle the integration on. New Resolve claims
will create conversations in Superchat automatically.

:::note
The integration cannot be enabled until an email channel ID is saved —
Superchat sends claim tickets from a channel, so the ID is required.
:::

:::note
If you do not see Superchat under **Settings → Integrations**, contact your
account manager — the integration may need to be enabled for your shop first.
:::

### 5. Optional settings

One optional setting lives alongside the connection:

- **Ticket templates** — customize the subject, body, tags, and attachments
  per claim reason. See
  [Helpdesk integrations → Ticket templates](./overview#ticket-templates).

## What Karla creates in Superchat

When a customer submits a Resolve claim, Karla opens a Superchat conversation
with:

- **Subject and message** mapped from the claim reason and customer notes.
- **Customer** matched or created from the order email.
- **Tags** reflecting the Resolve flow type, resolution preference, and
  shipment phase (configured per shop).
- **Attachments** — claim photos and signatures uploaded to the conversation.
- **Order and shipment context** in the conversation — order number, carrier,
  tracking number, affected line items.

Your agents see a complete conversation without looking up the order elsewhere.

## Troubleshooting

**Cannot enable the integration**

- Save an **Email Channel ID** first — the toggle stays disabled until one is
  stored.

**Conversations not appearing**

- Confirm the integration toggle is enabled in the Karla portal.
- Confirm the channel ID is a real Superchat **email** `mc_…` channel — not
  WhatsApp, Instagram, or SMS.
- Confirm Resolve is enabled and customers are submitting claims through an
  active Resolve flow.

**Authentication failed after saving**

- Confirm the API key was copied in full — no leading or trailing spaces.
- Confirm the key was created under **Settings → Integrations → API** and is
  not expired or revoked.

**Wrong Superchat workspace**

- Confirm the API key belongs to the Superchat workspace you expect. A key
  from a different workspace will create conversations there — or fail if the
  channel ID does not exist.

## Where to next

- [Helpdesk integrations overview](./overview) — other connection options.
- [Zendesk](./zendesk) — native Zendesk integration setup.
- [Gorgias](./gorgias) — native Gorgias integration setup.
- [Dixa](./dixa) — native Dixa integration setup.
- [Kustomer](./kustomer) — native Kustomer integration setup.
- [Intercom](./intercom) — native Intercom integration setup.
- [Webhooks](./webhooks) — push claim events to a custom endpoint instead.
- [Data processing](../data-processing) — the full claim payload shape.
- [Integration and automation](../integration-and-automation) — auto-refunds,
  routing rules, and custom transformations.
- [Integrate in your shop](../integrate-in-your-shop) — embed Resolve on your
  storefront via the Browser SDK.