Chat2Desk connection

Chat2Desk can transmit calls and messages to ChatRex, and the bot can respond to the client in the initial dialogue or create an internal draft for the operator.

Preparation of the token

1. In Chat2Desk, open Settings> API.
2. Create an administrative API token for ChatRex.
3. Allow access to the company, channels, appeals, messages, comments, tags, operators, groups, dialogues and webhooks.
4. Copy the token.

Use a separate token and issue only the necessary permissions. ChatRex stores the token in encrypted form and does not show it after saving it.

Connection

1. In ChatRex, open Integrations, find Chat2Desk and press Connect.
2. Insert the API token.
3. Select mode:
   • Send answers to customers - the bot publishes a message in the initial dialog;
   • Create internal drafts — The bot adds internal commentary visible to employees.
4. Press Connect.
5. Wait for the company and channels to be checked. ChatRex will automatically create a signed webhook in Chat2Desk.

The connection is ready when the connected company is displayed in the card.

How dialogues are handled

• The response is sent to the same dialog and channel from which the message came.
• In draft mode, an internal comment ChatRex draft is created;
• the operator’s response or translation of the request terminates the pending automatic processing by the bot;
• actions are available only within the company and the rights of the connected token.

Actions bot

Receiving an appeal, internal comments, tags, statuses and appointments of employees are described in the article Actions Chat2Desk.

Verification

1. Send a message to the Chat2Desk test channel.
2. Make sure that the appeal appears in ChatRex.
3. Check the selected mode: public response or internal draft.
4. Respond to the operator and make sure that the bot does not continue the incomplete automation.

Shutdown

Open the Chat2Desk settings in ChatRex and click Unplug. ChatRex will delete the created webhook and saved connection details.