Zapier integration

Zapier connects Deskwoot to thousands of other apps without code. There are two ways to use it. Which one fits depends on your Deskwoot plan, and on whether your Zaps should only react to Deskwoot or also change things in it.

Which way fits

	Deskwoot app for Zapier	Webhooks by Zapier
Deskwoot plan	Enterprise	Every plan
Signs in with	A REST API token	Nothing: you paste a URL from Zapier into Deskwoot
Triggers	6, with ready made fields	7 events as JSON
Actions in Deskwoot	Yes	No, events only go out
Zapier plan	Depends on your Zaps	A paid plan, because Webhooks by Zapier is a premium Zapier app

The Deskwoot app for Zapier (Enterprise)

1. In Deskwoot, go to Settings > API Tokens and create a token, for example named Zapier, with the scopes Read and Write. Copy it; it is shown only once. Create it as an administrator: only an administrator's token can turn on Deskwoot triggers.
2. Go to Settings > Integrations, click Connect on the Zapier card (Manage if Webhooks by Zapier is already connected) and click Open the Deskwoot app in Zapier.
3. In Zapier, add a Deskwoot trigger or action to a Zap. When Zapier asks you to connect an account, paste the API token. Zapier names the connection after your Deskwoot workspace and your email address.

Below Enterprise, the Deskwoot app card on the Zapier page says Locked on your plan, and Settings > API Tokens is locked too. The 7-day trial does not unlock them. Use Webhooks by Zapier instead (below), or click Upgrade to Enterprise.

Triggers

• New Conversation: a conversation starts, whether a customer wrote in or your team started it.
• New Customer Message: a customer writes in a conversation. Replies and notes from your team do not count.
• Conversation Assigned: a conversation gets a new assignee. Round robin on a new conversation and automation rules do not set it off.
• Conversation Resolved: a conversation is marked resolved.
• New Contact: a teammate adds a contact in Deskwoot, or an app adds one through the API. Contacts that Deskwoot creates from incoming messages do not set it off; use New Conversation for those.
• New CSAT Rating: a customer rates a conversation.

Each trigger hands Zapier one record with plain fields. A conversation comes with its number, link, status, subject, channel, inbox, assignee, team, labels, the customer's name, email address and phone number, and the customer's first message. While you build the Zap, Zapier shows your newest records as samples.

Actions

• Start Conversation: sends a first message to a contact from one of your inboxes. Deskwoot finds the contact by email address, phone number or Contact ID. It suits channels where a business may write first, such as email or SMS. On WhatsApp it works only within 24 hours of the customer's last message to that inbox, because the action sends no template; otherwise Deskwoot refuses it and the Zap shows the reason.
• Reply in Conversation: sends a reply to the customer on the conversation's channel.
• Add Private Note: adds a note that only your team sees.
• Assign Conversation: to a teammate, a team, or both.
• Add Label: adds one of your labels to a conversation.
• Find Contact: looks a contact up by email address, phone number or name.
• Create or Update Contact: updates the contact with that email address, or creates it when there is none.

Replies and notes from Zapier show the name of the person who created the API token.

Webhooks by Zapier (every plan)

1. In Zapier, create a Zap with the trigger Webhooks by Zapier and the event Catch Hook, and copy the URL Zapier shows.
2. In Deskwoot, go to Settings > Integrations, click Connect on the Zapier card, paste the URL into Webhook URL, click Test Connection and then Connect.
3. Back in Zapier, test the trigger and add the next steps.

Deskwoot then sends 7 events to that URL: new conversation, new message, conversation assigned, conversation resolved, new contact, contact updated and CSAT rating submitted. Each arrives as JSON with the fields event, timestamp, account_id and data, so a Zap filters on event to react to one of them. This way only sends data out: a Zap cannot change anything in Deskwoot through it. Webhooks by Zapier is a premium app in Zapier, so it needs a paid Zapier plan.

Frequently asked questions

Which way should I use?

On Enterprise, the Deskwoot app: its triggers come with ready made fields, and its actions write back into Deskwoot. On any other plan, Webhooks by Zapier, which sends events only.

Why does Zapier say the REST API needs the Enterprise plan?

The Deskwoot app for Zapier signs in with a REST API token, and the REST API is part of the Enterprise plan. Upgrade under Settings > Billing, or use Webhooks by Zapier, which works on every plan.

Why can't I turn on a Zap with a Deskwoot trigger?

Only an API token that an administrator created can turn on Deskwoot triggers, because a trigger receives the events of every conversation, like a webhook. Reconnect the Deskwoot account in Zapier with an administrator's token.

What happens when I revoke the token?

Every trigger that token turned on stops at once, and the Zaps' actions fail with a sign in error. Create a new token and reconnect the Deskwoot account in Zapier.

Can Zapier reply to customers?

Yes, with the Deskwoot app on Enterprise: Reply in Conversation sends the message on the conversation's channel. Webhooks by Zapier cannot change anything in Deskwoot.

Is customer data safe with Zapier?

Zapier states GDPR compliance and SOC 2, but the data passes through Zapier's servers, also outside the EU. For a strictly EU data flow, send events to your own endpoint with Deskwoot webhooks instead.