Superchat#

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.

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:

mc_1aBMS9FKwvSDjljRJI1aZ

Enter the channel ID — not the channel display name.

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, 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.

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

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.

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 — other connection options.
Zendesk — native Zendesk integration setup.
Gorgias — native Gorgias integration setup.
Dixa — native Dixa integration setup.
Kustomer — native Kustomer integration setup.
Intercom — native Intercom integration setup.
Webhooks — push claim events to a custom endpoint instead.
Data processing — the full claim payload shape.
Integration and automation — auto-refunds, routing rules, and custom transformations.
Integrate in your shop — embed Resolve on your storefront via the Browser SDK.