Zapier
Zapier is a no-code automation tool that connects thousands of apps. The Resool app for Zapier lets you start a Zap when something happens in Resool, such as a new incoming message or a new contact, and lets Zaps act in Resool: send a message to a contact, create or update a contact, add a tag, or create a ticket or task. Use it to connect Resool to apps that don't have a direct Resool integration, like a form builder, a spreadsheet or an internal tool.
What you can do with Zapier
Triggers (start a Zap; they fire instantly)
| Trigger | Starts when |
|---|---|
| New Incoming Message | A contact sends a new message on any channel. |
| New Conversation | A new conversation starts. |
| New Contact | A new contact is created. |
| New Ticket | A new ticket is created. |
Actions
| Action | What it does |
|---|---|
| Send Message to Contact | Sends a message, or an internal note, on the contact's latest conversation. |
| Create or Update Contact | Creates a contact, or updates the one with the same email or phone. Fields: Name, Email, Phone, Language, Custom Attributes. |
| Add Tag to Contact | Adds an existing tag, or a tag by name (created if it doesn't exist). |
| Create Ticket | Creates a support ticket with Subject, Description, Priority, Type, Status, Tags, Contact and Assignee. |
| Create Task | Creates a task in a project with Title, Description, Priority, Due Date and Assignee. |
Search
- Find Contact: finds a contact by name, email or phone. Pair it with Find or Create Contact to create the contact when none is found.
Dropdowns for contacts, tags, members and projects load straight from your workspace.
Before you begin
- You need a Zapier account.
- Sign in to Zapier's connection as a Resool member whose role allows what your Zaps do. Triggers need an Owner or Admin, because they subscribe to workspace events.
How to connect Resool to Zapier
- In Zapier, create a Zap and search for Resool as the trigger or action app.
- Pick a trigger or action, then click Sign in to connect your Resool account.
- A Resool page opens: Connect Zapier to Resool. Sign in to Resool if you aren't already.
- Under Workspace, choose the workspace to connect. Workspaces whose plan doesn't include the API show Plan doesn't include the API.
- Review what Zapier will be able to do (read contacts, conversations, tickets, tasks and tags; send messages, create and update records, and receive events), then click Allow.
Zapier › Resool › Sign in (opens the Resool authorization page)
The Resool page "Connect Zapier to Resool" with the Workspace picker, the "It will be able to:" list, the Allow and Deny buttons and the "Signed in as …" line.
File: screenshots/zapier-consent.png
- You're sent back to Zapier. The connection is named after the workspace and your email.
You can also find a link to Resool in Zapier on the Zapier card in Resool: Settings › Apps, Automation tab.
How to use Resool triggers
- Choose a Resool trigger, for example New Incoming Message.
- Click Test trigger. Zapier shows a recent item or a sample with fields such as Message ID, Conversation ID, Contact ID, Channel and Body.
- Add your actions and publish the Zap.
When you turn the Zap on, Resool starts sending events to it instantly. When you turn it off or delete it, the subscription is removed. While it's on, it appears on the Resool Webhooks page with Added through the API.
Zapier editor › Resool trigger New Incoming Message › Test
The Zap editor with the Resool "New Incoming Message" trigger and its test result listing Message ID, Conversation ID, Contact ID, Channel, Body and Created At.
File: screenshots/zapier-trigger-test.png
How to use Resool actions
- Add an action step and choose Resool.
- Pick the action, for example Send Message to Contact.
- Map the fields: pick the Contact (or map a Contact ID from an earlier step), type the Message, and choose Kind: Message to send to the customer or Internal note to leave a note for your team.
- Test the step and publish.
Zapier editor › Resool action Send Message to Contact
The action's fields: Contact mapped from a previous step, Message with a mapped value, and Kind set to Message.
File: screenshots/zapier-send-message.png
Example Zaps
- New lead form → welcome message: a form app trigger, then Find or Create Contact and Send Message to Contact.
- New ticket → team task: New Ticket trigger, then a task in your project tool.
- New Incoming Message → spreadsheet: log every incoming message to a sheet for reporting.
How to disconnect Zapier
- To stop a single automation, turn the Zap off in Zapier. Its event subscription is removed from Resool.
- To remove access completely, delete the Resool connection in Zapier's Apps settings.
FAQ and troubleshooting
Zapier says my workspace's plan doesn't include the API
Zapier connects through Resool's API, which is part of the Scale plan. An owner can upgrade in Settings › Billing & usage.
My trigger doesn't fire
What you can do:
- Make sure the Zap is turned on.
- Reconnect Resool in Zapier as an Owner or Admin. Other roles can't subscribe to events.
- On the Resool Webhooks page, check that the Zap's endpoint is there and isn't Turned off after failures.
Send Message to Contact fails
The message goes to the contact's latest conversation, so the contact needs at least one conversation. Channel rules also apply: on WhatsApp you can send a free-form message only within 24 hours of the customer's last message.
Which events can Zapier start on?
The four triggers above. For other events, such as a closed conversation or a won deal, add a Webhooks endpoint and catch it with Zapier's own webhook trigger.