Introduction: Sending a Message to a Campfire Room with the Campfire Application
Desk.com's Campfire App helps you notify a team that a case has changed state or that you need help. You can use the Desk.com Campire app to send a message to a Campfire room when cases need special attention.
Getting started with your Desk.com App to trigger a Campfire message requires a Campfire account. To start, go to yourdesksite.desk.com/admin/apps, click the Campfire button and agree to the Terms of Service.
Now you're ready to add an Account that you'll use as a Custom App. You can connect a Campfire account and room credential from your existing Campfire Account.
A Desk.com App Account is the name you use to refer to this Custom Account when you use it in Actions and Rules.
You need to know the Campfire Token and Subdomain for your Campfire account, and the Room to which you're sending the Text message.
You can also create an account name that makes sense, like "Campfire".
An Action is the actual message you configure to send through Desk.com to your Account with a Rule 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 Campfire App to send a Message to the Campfire room from the User 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 to Campfire", and then remove that label at the conclusion of that rule so that the Campfire 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 to Campfire", the Rule will evaluate to be true, and the Action will fire to send a Campfire Message to the Room of your Choice using your Campfire account.