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Configuring Zapier

Shoaib Ali Updated by Shoaib Ali

Introduction

What is Zapier?

Zapier is a tool that helps you automate repetitive tasks between two or more apps without the need for writing any code. When an event happens in one app, Zapier can tell another app to perform a particular task. Learn more about Zapier at https://zapier.com.

What is a Zap?

Each automation is referred to as a Zap. Every Zap has a trigger and one or more actions. A trigger is an event that starts a Zap, and an action is the event that the Zap does for you. When a Zap runs, each action it completes is counted as one task.

Creating your first Hiver Zap

The Hiver app on Zapier can be found by searching for ‘Hiver’ within Zapier or by clicking here.

You will see that the Hiver app on Zapier supports multiple triggers, covering almost every possible scenario that you would like to capture.

Follow the steps below to create your first Hiver zap:

  1. Navigate to your Zaps page and click on ‘Create Zap’.
  2. Search for the ‘Hiver’ integration and select that as your Trigger app.
  3. Choose your desired Trigger event from the available options. (Refer to the Triggers table below for a list of all available triggers)
  4. The next few steps are to authenticate the integration with your Hiver account. Once authenticated, you need not re-authenticate for further Zaps.
  5. Click on 'Sign in to Hiver'. This launches a Zapier modal that prompts you to enter the Hiver API key.
  6. To obtain the Hiver API key, open Gmail in a new tab and navigate to Connectors within the Hiver admin panel. (Only Admin users can navigate here) 
  7. Once within Connectors, switch on the Zapier connector using the toggle on the right hand side of the screen.
  8. This generates the required API key. Copy this key and plug it into the Zapier modal and click to continue.
  9. Once authenticated, you should be able to click on Continue to set up your chosen Trigger. Here, you will get to provide input values that will trigger the Zap only when your given input values are matched.
    For example, the Zap below will only be triggered when a New Inbound Conversation is created in the Shared Mailbox ‘Honey’, with the Tag ‘High Priority’ and with the Assignee ‘shawn@acme.com’.
  10. After you’ve set up your trigger according to your needs, go ahead and test the trigger to ensure everything is in order. You should be able to see a success message from Zapier on running a successful test.
  11. Now that you have your Hiver trigger set up, you now have to choose your Action app to complete your Zap. For this tutorial, we’ll use Slack (a widely used team messaging app).
  12. Authenticate your Action app. Zapier will walk you through the steps for this. Once authenticated, choose your Action step. For our example, we’re using the Action step ‘Send Channel Message’. This sends a message to a Slack channel when the Hiver trigger you set up is well... triggered!
  13. You can include data received from Hiver when the trigger is run. The data received depends on the trigger run.
    In our example, we get back the data for the matching conversation that triggered the zap. We’ll be populating this data into the Message Text field which is the resulting message that the chosen Slack channel will receive.

  1. Once you’re done setting up the Action step, Test & Review or Test & Continue with the Zap.
    If the test is successful, you should see the resulting Action step come through on the Action app. In our example, you should see a message on the chosen Slack channel.
  2. You just created your first Hiver Zap! Once your Zap is on, whenever the chosen Hiver event is triggered, your action step will follow.

Hiver Triggers

Given below is the current list of Hiver triggers available on Hiver’s Zapier integration.

Trigger name

Trigger description

Important to know

New Inbound Conversation

Triggers when a new conversation is received into a shared mailbox.

If you have configured Hiver automations, they will run first on the conversation, which can modify the assignee, tags and status of the inbound conversation.

New Outbound Conversation

Triggers when a new conversation is sent from a shared mailbox.

If you have configured Hiver automations, they will run first on the conversation, which can modify the assignee, tags and status of the outbound conversation.

New Email Sent or Received

Triggers when an email is sent from or received into a shared mailbox.

This trigger will also run for the first emails that create new conversations in a shared mailbox - either inbound or outbound. If you're looking only for inbound or outbound conversation triggers, use the specific triggers built for them.

New Note Created

Triggers when a new note is created in a shared conversation.

SLA Violated: First Response Time

Triggers when a First Response Time SLA policy for a conversation is violated

SLA Violated: Resolution Time

Triggers when a Resolution Time SLA policy applied to a conversation is violated.

New CSAT Rating Received

Triggers when a CSAT rating is received for a conversation. 

Conversation Updated

Triggers when a conversation's status, assignee or tags are modified.

The Action step of your Zap will have the updated conversation’s data available to use.

Migrating to the new Hiver app

Do I need to migrate my zaps?

This migration is applicable only for Hiver customers who signed up before 15th September, 2021 and have the Zapier connector currently switched ON.

You will notice there are 2 versions of the Zapier connector available to you on the admin panel Connectors page - the Legacy (or older) version and the New version.

If you have active Zaps running using the API key from the Legacy version, you will have to create fresh Zaps using the New version before December 01, 2021 (UTC). On this specific date and time, the Legacy version will cease to exist, pausing all active Zaps on the older version.

How to migrate Zaps?

  1. Toggle the New version ON. This will automatically generate an API key for the new version.
  2. Use this API key to authenticate the latest Hiver version available on Zapier. Go through the section above called 'Creating your first Hiver Zap' to learn how to create Zaps on the new version.
    You may see multiple versions of Hiver while selecting the Trigger app. You must choose the Hiver app with the Latest tag attached to it to use the correct version of Hiver.
  3. Refer to the table below to map Legacy version triggers to the New version triggers. As an example, if you had a Zap that used the ‘New Email Assignment’ trigger in the older version, the corresponding trigger to use in the fresh Zap is ‘Conversation Updated’.

Legacy version trigger

New version trigger

New version trigger description

New Email in Shared Mailbox

New Inbound Conversation

Triggered when a new conversation is received into a shared mailbox.

New Outbound Conversation

Triggered when a new conversation is sent from a shared mailbox.

New Email Sent or Received

Triggered when an email is sent from or received into a shared mailbox.

New Email Assignment

Conversation Updated

Triggered when a conversation's status, assignee or tags are modified. The second step should be the Filter by Zapier step wherein you check if the required assignee name or email is found in the assignee_name or assignee_email field respectively. Only when found, will Zapier proceed with the next defined actions.

New Shared Note

New Note Created

Triggered when a new note is created in a shared conversation.

New User Mention in Shared Notes

New Note Created

Triggered when a new note is created in a shared conversation. The second step should be the Filter by Zapier step wherein you check if the required member name or email is contained in the mentioned_user_names or mentioned_user_emails field respectively. Only when found, will Zapier proceed with the next defined actions.

New Email in Shared Label

Deprecated (no longer available)

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  1. Once you are done creating all the desired fresh Zaps with the New version, you can go ahead and safely turn off the Legacy version (via the toggle) from the admin panel.
  1. Once the Legacy version is switched off, you will no longer see this option in the Admin panel and any Zaps using this older version will be paused from December 1, 2021 (UTC).

‘New Email in Shared Label’ trigger not available

The new version of the Hiver Zapier integration will not support the trigger New Email in Shared Label trigger. This implies that any current zaps using this trigger will be rendered inactive from December 01, 2021 (UTC)

How did we do?

Hiver-Slack integration

Slack Integration through Zapier

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