Fuze Chat Integrations

Step 1: Add the integration in Fuze

You can generate a URL that can be integrated with a third party allowing it to publish a message to your conversation.

1. Open the Profile (one-on-one conversation), or Group Details pane.
   
2. At the bottom of the Profile or Group Details pane, click Add.
   
3. In the pop-up that appears click Custom integration (Webhooks).
   
4. In the Add Custom Integration webhook pop-up that appears enter a name for the integration, and click Create.
   
5. In the webhook confirmation pop-up that appears click Copy, and then click Done. Your custom webhook URL is created and you are ready to proceed with creating your custom integration.
   

Step 2: Complete your custom integration

Once you have enabled the integration in Fuze and have retrieved the necessary URL, you can proceed with building the remainder of the integration using the URL.

Example URL: https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26

Your integration can be used to send as many messages as you want, without a limit of time. Integrations do not expire, and are enabled until one of the participants of the chat conversation disables and/or deletes the integration. 

The examples in the following sections use cURL, JavaScript, and TypeScript, and also describe how to apply formatting to your messages. 

curl -H 'Content-Type: text/plain' \
     -d 'My message from shell' \
     https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26

curl -H 'Content-Type: application/json' \
     -d '{message:"My message from shell"}' \
     https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26

curl -H 'Content-Type: text/plain' \
     -d 'My message from shell' \
     https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26 \
     -s  \
  | jq '"Message: " + .data.content + " (id: " + .data.id + ") at " + .data.postedAt'

"Message: Hello (id: -LsPMkMRDI3ZrR3Bk7bi) at 2018-06-23T05:54:25.372Z"

<script>
function sendMessage() {
  var xhttp = new XMLHttpRequest();
  xhttp.onreadystatechange = function() {
    if (this.readyState == 4 && this.status == 200) {
      console.log(“Message sent”);
    }
  };
  xhttp.open("POST", "https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26"", true);
  xhttp.setRequestHeader("Content-type", "text/plain");
  xhttp.send("My message from javascript");
}

import * as request from “request”;
 
request.post(
  "https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26"",
  { headers: { "Content-Type": "text/plain" }, body: "My message from typescript" },
  (err, response, body) => {
    if (!err) {
      console.log(`Message ${body.data.id} sent`);
    }
  }
);

Sending a formatted message

Finally, Fuze supports formatting in messages that is very similar to Markdown.

Here is an example of a formatted message sent with Curl: 

curl -H 'Content-Type: text/plain' \
     -d '*Important* and _happy_ message :)
>We are releasing our chat integration API
>It can easily be used with `curl` commands
(visit <!https://fuze.com|Fuze Website> for more information)' \
     https://api.fuze.com/chat/v2/webhooks/incoming/27fJFLKbZcaRHuLiDvvQ26

The above example would display as follows:

Text formatting

Use the characters described in the following table to format text in messages.

Character Usage Example	Formatted Text Output
*This is bold text.*	This is bold text.
_This is italicized text._	This is italicized text.
~This is strikethrough text.~	This is strikethrough text.
>This is a single-line quote.   >This is the first line of a block quote. >This is the second line of a block quote.
```This is an example of preformatted text. Preformatted text blocks preserve any spacing or line breaks exactly as entered.```
`Code format allows you to send a block of code in plain text with an alternate font color and gray background.Similar to preformatted text, this format also preserves any spacing or line breaks exactly as entered.`
<!https://www.8x8.com/fuze|Fuze Website>	Fuze Website

Example formatting

Formatted Message	*{{AccountId}}* • New platform enhancement request: > *Title*: *<!https://fuze.my.salesforce.com/{{Id}}|{{Subject}}>* > *Priority*: {{Priority}} > *Account Type*: {{Account_Type}} > *Internal Contacts*: `{{Account_Manager}}` _(Account Manager)_, `{{Account_PM}}` _(Project Manager)_
Fuze Preview

Setting up the HTTP Target

Start by creating a chat integration in Fuze. Click Add from the desired group and select Zendesk.

To create your target in Zendesk support:

1. As a Zendesk administrator, navigate to Settings > Extensions > Add target.
2. Click HTTP Target.
3. Configure your webhook to use this URL. Since Fuze does not require basic authentication, leave the username and password fields empty.
   
4. Save the target.

You’re now ready to configure a trigger notification using this target.

Configuring the HTTP target as a trigger action

To set up your HTTP target as a trigger in Zendesk support:

1. As a Zendesk administrator, navigate to Settings > Business Rules > Triggers.
   In this example, we’ll configure a trigger to send information about a new case into Fuze whenever a ticket matches your conditions.
2. Configure your trigger conditions to notify your new Fuze target whenever a ticket is solved and satisfaction is rated with a comment.
   

The trigger action should contain JSON formatted content according to Fuze’s documentation:

{ "message": "*Request updated:*\n>*Title:* {{ticket.title}}\n>*Assignee:* {{ticket.assignee.name}}\n>*Link:* https://{{ticket.url}}" }

3. Save your trigger.