To send Textline messages using the Zendesk Support UI, you'll need to add and update some triggers within Support. The changes will enable any Support ticket with the tag Textline to send a text - but not an email - when an agent responds.
Set-up
First, since we don't want messages sent via Support to send an email and a text, we'll prevent tickets with the textline tag from sending an email.
Navigate to Triggers admin by clicking into Admin (Gear icon), then Objects and Rules, then Triggers (under Business Rules in the side menu).
Select the Notify requester of received request trigger. This trigger is created by default by Zendesk Support. If you have more than one or have edited it previously, you may need to do this once or check with your Zendesk Admin before proceeding).
Click Add Condition
Select Tags from the first drop-down
Select Contains none of the following from the second drop-down
In the final field, enter textline as the tag.
Click Save
Repeat steps 3 and 4 for the Notify requester of comment update trigger.
Now, to ensure that messages sent through Zendesk with the textline tag do send a text:
(If you have the Assign text trigger already setup, you can skip to step 6) - From your Admin menu (Gear icon), scroll down to the Apps & Integrations section and click into the Webhooks section
Click Create Webhook
Select Trigger or Automation and click Next
Create your new target using the following:
Name: Send Textline message
Description: An API call to Textline to send text messages
Endpoint URL: https://application.textline.com/api/conversations.json
Request Method: POST
Request format: JSON
Authentication: None
Click Create Webhook
6. Navigate back to the Admin tools, navigate to the Objects and Rules -> Business Rules section and click on Triggers.
7. Select Add trigger
8. Name your trigger Send Textline message
9. Under Meet ALL of the following conditions, click Add Condition, and set the following parameters:
Select Comment in the first drop-down
Select Is in the next drop-down
Select Public in the final drop-down
10 .Under Meet ALL of the following conditions, click Add Condition again
Select Tags in the first drop-down
Select Contains at least one of the following in the next drop-down
Enter textline as the tag
11. Under Meet ALL of the following conditions, click Add Condition again
Select Update via in the first drop-down
Select Is in the next drop-down
Select Web form in the final drop-down
12. Under Actions, select Notify Target, and Send text message
13. The target’s JSON body should look like the following:
{ "access_token": "YOUR_ACCESS_TOKEN",
"phone_number": "{{ticket.requester.phone}}",
"comment": {"body": {{ticket.latest_public_comment}}"},
"zendesk_ticket_id": "{{ticket.id}}",
"group_uuid": "YOUR_DEPARTMENT_UUID",
"integrations": {"zendesk": {"trigger": false}},
"creator": "{{current_user.email}}"
}To find your access token, click here. To find the department UUID, go to your department settings, click view on your department, and then copy the string after https://application.textline.com/department/ in your browser's URL bar.
14. Click Save
15. If you would like your Textline messages to show up in Zendesk as a "Public Reply", please message [email protected] or text (415) 849-4349 so that we can configure this for your integration.
Access Token
To find the access token to use in the JSON Body above, head to your Textline account, click on Tools and Integrations, and then Developer API. You will find the access token within the API Credentials section:
