NexvioAI Zapier Integration
Complete guide for connecting NexvioAI to Zapier, configuring triggers and actions, and automating your support workflows.
Prerequisites
Before you begin, ensure you have the following ready:
- A Zapier account — Free or paid Zapier account works. A paid plan is required for multi-step Zaps.
- A NexvioAI account — Sign up at app.nexvio.ai if you don't have one.
- At least one active NexvioAI project — You need a project created and active in NexvioAI.
- At least one NexvioAI widget — Required for actions that use the AI reply feature.
Connecting NexvioAI to Zapier
NexvioAI uses OAuth2 to authenticate with Zapier. Follow these steps to set up the connection.
Step 1: Find NexvioAI on Zapier
- Go to zapier.com and sign in to your Zapier account.
- Click "Create Zap" or open an existing Zap.
- Search for "NexvioAI" in the app search bar.
- Select the NexvioAI app from the results.
Step 2: Authorize NexvioAI
- When prompted to connect an account, click "Sign in to NexvioAI".
- A new window opens with the NexvioAI OAuth authorization page.
- If your NexvioAI session has expired, you will be prompted to sign in first.
- Review the requested permissions (see the Scopes & Permissions section below).
- Click "Approve" to grant access.
-
Zapier receives an access token and the connection is established. The connection label
displays as
[email protected] - Your Project Name.
Step 3: Verify the Connection
- If the test succeeds, you will see a green checkmark and your project name in the connection.
- If the test fails, disconnect and reconnect — ensuring you approve the correct NexvioAI project in the project switcher before clicking Approve.
Available Triggers
NexvioAI triggers push events to your Zap in real time as they happen in your project.
| Trigger Name | When it fires |
|---|---|
| New Contact | A new contact is created in your NexvioAI project. |
| Updated Contact | An existing contact's details are modified. |
| New Support Ticket | A new support ticket is created in your project. |
| Updated Support Ticket | A ticket's status, priority, or other fields change. |
Trigger Payload Fields
Contact triggers provide these fields in your Zap:
- id
- first_name
- last_name
- phone
- company_name
- website
- type
- source
- tags — comma-separated string (e.g. vip,trial)
- address1
- city
- state
- country
- postal_code
- custom_fields — JSON string or null
- created_at — ISO 8601 string
- updated_at — ISO 8601 string
Ticket triggers provide these fields in your Zap:
- id
- display_id (e.g. N42)
- subject
- status
- priority
- requester_name
- requester_email
- type
- tags
- platform — nexvio, freshdesk, zendesk, or helpscout
- created_at — ISO 8601 string
- updated_at — ISO 8601 string
- updated_fields — present on tickets.updated only
- previous_values — present on tickets.updated only
Available Actions
NexvioAI actions allow your Zaps to write data back into NexvioAI. All actions are authenticated with your OAuth2 access token.
| Action Name | What it does |
|---|---|
| Create or Update Contact | Upserts a contact by email address. Creates a new contact if none exists; updates non-empty fields otherwise. |
| Create Support Ticket | Opens a new support ticket in your NexvioAI project. Optional fields include status, priority, requester info, and custom fields. |
| Update Support Ticket | Updates an existing ticket's status, priority, subject, type, or tags. Works across NexvioAI, Freshdesk, Zendesk, and HelpScout tickets. |
| Reply to Ticket | Posts a reply to a support ticket. Supports public and private (internal) notes. Replies sync back to the original platform (Freshdesk, Zendesk, HelpScout). |
| Generate AI Reply | Sends a message to NexvioAI's AI engine and returns a context-aware reply. Uses your widget's system prompt, knowledge base, and skills. |
Referencing Tickets by ID
The Update Support Ticket and Reply to Ticket actions accept
ticket_id in any of three formats:
- UUID — the full internal ticket UUID (e.g.
a1b2c3d4-...) - Display ID — the short NexvioAI display ID (e.g.
N42) - Native Display ID — the ID from the source platform (e.g. Freshdesk ticket number)
You can use the display_id or id field from a ticket trigger directly
as the ticket_id input.
Disconnecting
You can disconnect the NexvioAI–Zapier integration at any time. There are two ways to do this.
Option A: Disconnect from NexvioAI Dashboard
- Go to the Integrations page in your NexvioAI Dashboard.
- Under Connected Platforms, find the Zapier card. Hover over its icon and click the cross that appears, or click the Disconnect button on the card.
- You can also disconnect from the Automation section further down the same page — find the Zapier card and click Disconnect.
Option B: Disconnect from Zapier
- Open App Connections in Zapier (reachable from the left sidebar at zapier.com/app/home).
- Find the NexvioAI connection, click the three-dot menu, and select Delete.
Your Data & Privacy
What data NexvioAI accesses via Zapier
- Your NexvioAI account email, name, and project information (for the connection label)
- Contact and ticket data from your NexvioAI project (to power triggers and actions)
- Widget configuration for the Generate AI Reply action
What data NexvioAI stores for the Zapier connection
- OAuth access and refresh tokens — stored as SHA-256 hashes; raw tokens are never persisted
- Webhook subscription URLs and signing secrets — secrets are encrypted with AES-256-GCM
- Connection metadata: client ID, email, project name, and scopes
What happens when you disconnect
- All OAuth access and refresh tokens are immediately revoked
- All webhook subscriptions for the Zapier connection are deleted
- Connection metadata is soft-deleted from NexvioAI's database
- Contact and ticket data created through Zapier actions remains in your NexvioAI project (it belongs to your project, not the integration)
Data sharing
No data is shared with third parties beyond what is necessary to route payloads to your Zapier webhook URLs as part of the integration.
Scopes & Permissions
During OAuth authorization, NexvioAI requests the following scopes:
| Scope | Why NexvioAI needs it |
|---|---|
read:contacts | To send contact data in trigger payloads and look up contacts in actions |
write:contacts | To create or update contacts via the Create or Update Contact action |
read:conversations | To fetch ticket thread history for the Reply to Ticket and AI Reply actions |
write:conversations | To create tickets, update tickets, and post replies via Zapier actions |
read:agents | To load widget configuration (system prompt, AI model, skills) for the Generate AI Reply action |
write:agents | Reserved for future widget management actions |
Troubleshooting
| Problem | Cause | Fix |
|---|---|---|
| "Test Trigger" returns no data in Zapier | No real events of that type exist in your project yet | Create a test contact or ticket in NexvioAI, then re-run the trigger test. NexvioAI provides sample data when no real records exist. |
| Connection test fails with "Authentication failed" | OAuth token expired or was revoked from the NexvioAI Dashboard | Reconnect the NexvioAI app in Zapier's "My Apps" section and re-authorize. |
| Zap runs but "Reply to Ticket" action fails with "Ticket not found" |
The ticket_id field is passing an unexpected format
|
Use the id (UUID) or display_id field directly from the
ticket trigger output. Avoid transforming the value before passing it.
|
| "Generate AI Reply" returns an error about widget not found |
The widget_id does not belong to the authenticated project
| Use the dynamic dropdown in Zapier to select a widget, rather than entering an ID manually. |
| Trigger fires but my Zap doesn't run | Zap is turned off or Zapier webhook subscription was removed | Ensure the Zap is turned on in Zapier. If the subscription was deleted, re-enable the Zap or reconnect the trigger step. |
| "Create or Update Contact" creates a duplicate instead of updating | The email address field is empty or formatted differently |
Ensure the email field is always populated and normalized (lowercase,
no extra spaces) before passing it to the action.
|
Still experiencing issues? Contact us at [email protected] or visit nexvio.ai/contact.
Need Help?
If you need assistance with the NexvioAI Zapier Integration, we are here to help:
- Email: [email protected]
- Contact Form: nexvio.ai/contact
- Integration Page: nexvio.ai/integrations/zapier