Integrations, migration and API keys

Under Integrations (/app/integrations) you connect reactive.chat with tools your team already uses. Integrations apply to the whole workspace. Owners and admins may set them up; an admin who is restricted to individual projects cannot.

This page describes what the integrations do for you and how you use them. The technical details, for example about signing webhooks, are in the Technical integration part.

Honest about the current state

Connections to more than 30 services are available. Most of them have been tested against simulated counterparts, but have not yet run against the live service. The integrations page marks them with “Not verified against the live service”; some carry “In progress”. Webhooks and Slack do not carry this note. Set up an unverified integration, test it with real data and let us know via Send feedback if something is not right.

Setting up an integration

1. Open Integrations. At the top you see how many are connected, how many have an error or are paused, and whether deliveries have failed.
2. Search the catalogue (Search integrations, filter “All” or “Not connected”) and click Set up.
3. Enter the credentials the service asks for, usually an API key or a token from your account there.
4. Connect and activate checks the connection immediately and switches the integration on. With Save without activating you keep that for later.

Later you can Edit, Pause, Reactivate or Remove an integration. Removing deletes the stored credentials and cannot be undone. Credentials are stored encrypted.

A button for signing in to the service exists only for Google Drive. For all others you enter the credentials yourself, for Slack, for example, the details of a Slack app of your own.

When a service does not answer

Every integration works through a queue. If a service does not answer, delivery is retried several times at growing intervals; after repeated failures it is suspended for a while (“Temporarily suspended: the service failed to answer repeatedly …”). An event that has not been delivered after about an hour is discarded. You see the most recent failed deliveries in the Failed deliveries section, without their content.

A chat message never waits for an integration. If a service hangs, the chat keeps running undisturbed.

What is available

Notifications to your team

• Slack – every new conversation appears as a thread in a channel. You reply in the thread, and the visitor sees the reply in the chat. /rc shows the status. You map Slack users to agents.
• Microsoft Teams, Discord – notifications via a webhook address.
• Telegram – notifications to a chat via bot token and chat ID.
• Email – notifications to a team mailbox.

Automation

• Webhooks – reactive.chat sends signed events to an https:// address of your choice: new conversation, every message, handover to a person requested, rating given, new error case. Zapier, Make and n8n also connect this way. You can reveal, copy and regenerate the Signing secret; a new secret applies immediately, and the old one no longer does.
• Zapier – via the interface's REST hooks. There is no ready-made app for Make and n8n yet; use webhooks there.

Context in the desk

These integrations show cards about the visitor in the desk's context column, for example their orders or their CRM contact, some with actions:

• CRM – HubSpot, Pipedrive
• Shop – Shopify, Shopware 6, WooCommerce
• Payments – Stripe (with a restricted read key)
• Website – WordPress
• Analytics – Matomo, Plausible, Google Analytics 4
• Errors – Sentry

The card marks details that rest on an unsigned claim by the visitor. You carry out actions with Run and a confirmation.

Tickets, appointments, phone

• Zendesk, Freshdesk, Jira, Linear, GitHub – create tickets or issues from a conversation or an error case.
• Cal.com – show and book available appointments, also through the AI assistant.
• Twilio – SMS from the desk and the sending route for the SMS channel.

Knowledge sources

• Notion, Confluence – take content into the knowledge base.
• Google Drive – under knowledge base, “Files & Google Drive” (see Knowledge base and help center).
• KB-Crawler – settings for the crawl through your website.

Channels

• WhatsApp Business, Facebook Messenger, Instagram Direct – see Channels.

Moving from another provider

Under Migration (/app/migration) you take over data from another chat tool:

• Intercom and Crisp – via their interface or an export file; for Crisp also help articles as Markdown,
• Tidio – via an export file,
• Zendesk – via the full JSON export and the export of the help center.

How to proceed:

1. Start a new migration and choose the target (Into which project?).
2. Connect and see what is there – you see what exists, plus a sample.
3. What should come along? – contacts, conversations, articles.
4. Start migration. You can Stop or Discard job.

What you should know:

• Imported conversations land in the desk closed.
• Imported contacts count as unverified.
• Sensitive details in the texts are masked.
• Attachments come as a link, not as a file.
• A second run creates nothing twice.
• Your credentials for the old provider are deleted after the run.
• The providers' interfaces have been tested without real accounts there; the file imports have been tested end to end with sample files.

With Swap the snippet the account translates an existing Intercom or Crisp snippet into a reactive.chat snippet. The JavaScript commands boot, open, identify and track keep the same names as in Intercom.

API keys

Under API keys (/app/api-keys, owners and admins) you create keys for the REST interface. A key is shown exactly once; after that reactive.chat only stores a fingerprint of it. So copy it to a safe place straight away.

When creating it you choose what the key may do:

• read only
• read and write
• customer data import only – for the import described in Customer data in the chat
• read + visitor data or read, write + visitor data – only with these does the key see visitors' name, email and phone

The list shows name, prefix, when and by whom the key was created and when it was last used. Revoke takes effect immediately and cannot be undone.

With a key you can also connect reactive.chat to AI tools that speak the Model Context Protocol (MCP); the page shows examples. How the interface works is described in the Technical integration part.