---
title: How do I trigger Joyous conversations from activity in another platform?
description: Use activities and information in other platforms such as ServiceNOW to trigger Joyous conversations to improve those activities.
---

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# How do I trigger Joyous conversations from activity in another platform?

## Use activities and information in other platforms such as ServiceNOW to trigger Joyous conversations to improve those activities.

Any platform with automated workflows capable of making an API call to an external system can trigger Joyous surveys.

**For example:**

- When support agents close a help desk incident as 'customer issue not resolved', trigger a Joyous conversation asking the agent what they were missing to be able to resolve the customer issue.
- When a customer contract is 90 days out from renewal, trigger a Joyous conversation to the account owner asking what would make the biggest difference in being able to renew the contract.

In this guide we cover how to set up automated workflows to trigger Joyous conversations from ServiceNOW as an example, but the same principles can be applied to any platform.

### Prerequisites

- Copy your Joyous **API Key** in **Settings \> Integrations**
- This requires **Admin** access to Joyous.

**Note:** You can only copy your API Key from Joyous once. Ensure you save it in a safe place.

### Joyous campaign

1. Create a campaign
2. In the **Timing** sidebar set **Lifecycle** to *Event trigger (quarterly recurring)*.
3. Copy the **URL** and the **Request Body Template**.

### ServiceNOW

**Example:** When support agents close a **Service Desk Incident** as *'No resolution provided'*, trigger a Joyous conversation asking the agent what they were missing to be able to resolve the customer issue.

#### Credential Alias

1. Create a new record in **IntegrationHub \> Connections & Credentials \> Connection & Credential Aliases** e.g. *joyous-credential-alias*
2. Click **New** to add a new set of credentials to the record.
3. Select **API Key Credentials**
4. Name the Credentials e.g. *joyous-api-key*
5. Copy your [Joyous API Key](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#api-key) into the **API Key** field.
6. **Submit**

#### Action

1. In **Workflow Studio**, create a new **Action** e.g. *Joyous Trigger Conversation*
2. Create the following **Inputs**:
   
   | **Label** | **Name** | **Type** | **Mandatory** |
   | --- | --- | --- | --- |
   | campaignId | campaignid | String | True |
   | email | email | String | True |
3. Add an **Integrations \> Get Connection Info step**: 
     1. **Type:** *Credential Alias*
     2. **Credential Alias:** Select the [Credential Alias](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-credential-alias) created above
4. Add an **Integrations \> REST step**:  
     1. **Connection:** *Define Connection Inline*
     2. **Base URL:** *https://eta1.joyoushq.com*
     3. **Build Request:** *Manually*
     4. **Resource Path:** */events*
     5. **HTTP Method:** *POST*
     6. **Headers:** 
            1. **Name:** *x-api-key*
            2. **Value:** insert data pill **\[Get Connection Info step \> Credential Value\]**
     7. **Request Type:** *Text*
     8. **Request Body:** 
            1. Paste the **Request Body Template** from the [Joyous Campaign](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#joyous-campaign)
            2. Add the relevant data pills from the **Action Inputs**:  
               {  
                   "orgId": "V5IbtsDa47T261RL",  
                   "location": "US",  
                   "recurringCampaignGroupId": "**\[Inputs \> campaignId\]**​",  
                   "email": "**\[Inputs \> email​\]**",  
                   "sendConversation": true
               
               }
     9. **Save**

#### Flow

1. In **Workflow Studio**, create a new Flow e.g. *Send Joyous Conversation on Incident Closed Unresolved*
2. Add a **Trigger**: 
     1. **Trigger:** *Record \> Updated*
     2. **Table:** *Incident*
     3. **Conditions:** 
            1. *State is Closed*
            2. AND *Resolution code is No resolution provided*
     4. **Done**
3. Add the [Action](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action) created above e.g. **Joyous Trigger Conversation**
4. Populate the **Action Inputs**:  
     1. Copy the **Campaign ID** from the [Joyous Campaign](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#joyous-campaign) into **campaignId**
     2. Add the agent's **Email** data pill from the **Incident Record** into **email** i.e. **\[Incident Record \> Assigned to \> Email\]**
5. **Done**
6. **Save**
7. **Activate**

### Other configuration options

#### Retrieve unique conversation link only

By setting the **sendConversation** parameter to **false**, Joyous will return the unique conversation URL without triggering a send from Joyous. 

This is useful if you want to send the link in your own platform.

Note that an identifier, either email or mobilePhone still must be included.

Example response format:

`{``"link": "https://be.joyoushq.com/XYZ123",   "timestamp": "2026-08-02T21:47:18.993Z" }`

#### Contact by SMS text message

1. Replace the *email* **Action Input** with *mobilePhone* in [Action Step 2](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action)
2. Replace "email" in the **Request Body** in [Action Step 4h](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action) with *"mobilePhone": "**\[Inputs \> mobilePhone\]**"*
3. In [Flow Step 4](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-flow) add the agent's **Mobile phone** data pill from the **Incident Record** into the **mobilePhone Action Input** i.e. **\[Incident Record \> Assigned to \> Mobile phone\]**

**Note:** Only one contact method can be configured at a time. If you want to use different contact methods in different cases, create multiple custom Actions e.g. *Joyous Trigger Conversation Email* and *Joyous Trigger Conversation SMS.*

#### Include a reference

Help conversation recipients know which event to give feedback on.

1. Define an **Action Input** *reference* in [Action Step 2](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action)
2. In the **Request Body** in [Action Step 4h](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action) include *"reference": "**\[Inputs \> reference\]**"*
3. In [Flow Step 4](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-flow) add the relevant data pill from the **Incident Record** into the **reference Action Input**: 
     1. **For example:** Include a reference such as **\[Incident Record \> Caller \> Name\]** or **\[Incident Record \> Number\]** to help the agent know which event they are giving feedback on.
4. The token **{{reference}}**  can be used to dynamically populate the reference in messages and question text in the [Joyous Campaign](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#joyous-campaign).

![Designer-Token](https://help.joyoushq.com/hs-fs/hubfs/Designer-Token.png?width=670&height=292&name=Designer-Token.png)

#### Custom attributes

You can pass additional custom attributes for filtering conversations in Joyous.

1. Define any attribute you want to include as an **Action Input** in [Action Step 2](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action) 
     1. **For example:** *location*
2. In the **Request Body** in [Action Step 4h](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-action) include an "attributes" array with the Action Inputs of the custom attributes e.g:  
   "attributes": \[  
       {  
           "name": "location",  
           "value": "**\[Inputs \> location\]**"  
       }  
   \]
3. In [Flow Step 4](https://help.joyoushq.com/how-do-i-trigger-joyous-conversations-from-activity-in-another-platform#service-now-flow) add the relevant data pill from the **Incident Record** into the custom attribute **Action Inputs**.

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