Introduction: Sending a GTalk Chat Message from Desk.com
Desk.com's GTalk App lets you notify a team member or customer instantly that important changes have happened in their case by sending a GTalk (XMPP) chat message. You may also use the GTalk app to send a message to a supervisor when a case is old, or to identify cases that need special treatment or have not yet been assigned.
Getting started with your Desk.com App to trigger a Gtalk message requires a Gtalk account. To start Go to yourdesksite.desk.com/admin/apps, click the Gtalk button (you'll see an image like the one below) and agree to the Terms of Service.
Great! Now you're ready to add an Account that you'll use as a Custom App. You can connect a Gmail/Gtalk account from your existing Gmail/Gtalk or Google Apps accounts.
A Desk.com App Account is the name you'll use to refer to this Custom Account when you use it in Actions and Rules.
You'll need to know the GTalk Email/UserName and Password for the GTalk account you're using, and the email to which you're sending the Text message.
Once you've connected your Google Apps or Gtalk credentials you can create an account name that make sense, like "My Gtalk Account".
An Action is the actual message you'll be configuring to send through Desk.com to your Account when a Rule fires that matches the conditions you set.
An example of an action is the following, written with Liquid variables to provide dynamic information about the current case:
When fired, this Action will use the GTalk App to send a Chat Message to the Google Gtalk member at the email you specify and send the message that a particular Desk.com case is updated.
Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case.
Here's an example rule, run on a "Case Updated" event:
A Business Rule fires when a Certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we'll fire the rule to post the Case Updated message on an Updated Case Interaction with an All Condition requiring the label "Send GTalk", and then remove that label at the conclusion of that rule so that the Gtalk Message will not be sent until that label is added again.
In addition, this rule will anytime (not just during Business Hours). (You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Case Management > Rules section of Desk.com's Admin.)
What happens when everything works?
When you update a case in Desk.com by adding the label "send Gtalk", the Rule will evaluate to be true, and the Action will fire to send a Gtalk Message using your Google Apps account.