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Groove Destination

Nexla's bi-directional connectors allow data to flow both to and from any location, making it simple to create a FlexFlow data flow that sends data to a Groove location.
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Groove

Create a Groove Destination​

  1. Click the + icon on the Nexset that will be sent to the Groove destination, and select the Send to Destination option from the menu.

  2. Select the Groove connector from the list of available destination connectors. Then, select the credential that will be used to connect to the Groove organization, and click Next; or, create a new Groove credential for use in this flow.

  3. In Nexla, Groove destinations can be created using pre-built endpoint templates, which expedite destination setup for common Groove endpoints. Each template is designed specifically for the corresponding Groove endpoint, making destination configuration easy and efficient.
    • To configure this destination using a template, follow the instructions in Configure Using a Template.

    Groove destinations can also be configured manually, allowing you to send data to Groove endpoints not included in the pre-built templates or apply further customizations to exactly suit your needs.
    • To configure this destination manually, follow the instructions in Configure Manually.

Configure Using a Template​

Nexla provides pre-built templates that can be used to rapidly configure destinations to send data to common Groove endpoints. Each template is designed specifically for the corresponding Groove endpoint, making destination setup easy and efficient.

  • To configure this destination using a template, select the endpoint to which data will be sent from the Endpoint pulldown menu. Then, click on the template in the list below to expand it, and follow the instructions to configure additional endpoint settings.

    Create a Ticket

    Creates a new support ticket in Groove. Use this endpoint to programmatically open tickets from external systems — for example, to create a Groove ticket whenever a form submission, event, or alert occurs in another platform connected to Nexla.

    • This endpoint sends the data from your Nexset as the ticket payload in JSON format. Structure your Nexset to include the fields expected by the Groove Tickets API, such as the message body, subject, customer email, and assigned agent or group.

    • The Groove Tickets API requires the following fields at minimum:

      • body: The content of the first ticket message.
      • from: The email address of the customer associated with the ticket.
      • mailbox: The mailbox (inbox) in which the ticket should be created, specified by mailbox email or ID.

    For a complete list of supported ticket creation fields, see the Groove Tickets API documentation.

    Update Ticket State

    Updates the state of an existing Groove ticket. Use this endpoint to close, reopen, or set a ticket to pending based on data from another system — for example, to automatically close Groove tickets when a corresponding issue is resolved in a project management tool.

    • Ticket Number (required): Enter the ticket number of the ticket to update. This value is appended to the Groove API URL path. Ticket numbers are visible in the Groove inbox and in the ticket URL.

    • The request payload should contain the new state for the ticket. Supported state values are:

      • open: Marks the ticket as open and active.
      • closed: Closes the ticket and removes it from the active inbox.
      • pending: Marks the ticket as pending a customer response.

    For more information about Groove ticket states, see the Groove Tickets API documentation.

    Update Ticket Assignee

    Assigns or reassigns a ticket to a specific Groove agent. Use this endpoint to route tickets to the appropriate agent based on data from another system — for example, to automatically assign tickets based on customer tier, topic, or region.

    • Ticket Number (required): Enter the ticket number of the ticket to update. Ticket numbers are visible in the Groove inbox and in the ticket URL.

    • The request payload should contain the agent ID of the agent to assign. Agent IDs can be obtained using the List Agents data source endpoint.

    Update Ticket Assigned Group

    Assigns or reassigns a ticket to an agent group in Groove. Use this endpoint to route tickets to an entire team rather than a specific individual, which is useful for load balancing or skills-based routing scenarios.

    • Ticket Number (required): Enter the ticket number of the ticket to update.

    • The request payload should contain the group ID of the agent group to assign. Group IDs can be obtained using the List Groups data source endpoint.

    Create Message

    Adds a new message to an existing Groove ticket conversation. Use this endpoint to programmatically append replies or internal notes to tickets — for example, to post automated status updates, notifications, or responses from external systems into Groove ticket threads.

    • Ticket Number (required): Enter the ticket number to which the message will be added. This value is used in the API URL path.

    • The request payload should contain the message content. Key fields include:

      • body: The text content of the message.
      • note: Set to true to create an internal agent note rather than a customer-facing reply.

    For a complete list of supported message fields, see the Groove Tickets API documentation.

    Create Webhook

    Creates a new webhook in Groove to receive event notifications. Use this endpoint to programmatically register webhook endpoints that will receive Groove event notifications such as new tickets, ticket state changes, or new messages.

    • This endpoint sends the webhook configuration payload from your Nexset to the Groove Webhooks API. The payload should include the webhook URL and the event types to subscribe to.

    • The Groove Webhooks API payload should include:

      • webhook_url: The URL that Groove will send event notifications to.
      • event_types: An array of event types to subscribe to (e.g., ticket.created, ticket.state_changed).

    For a complete list of supported Groove webhook event types and payload structure, see the Groove API documentation.

    Create Group

    Creates a new agent group in Groove. Use this endpoint to programmatically create groups for organizing agents by team, department, or function. Groups can be assigned to tickets to enable team-based routing.

    • This endpoint sends the group configuration from your Nexset as a JSON payload to the Groove Groups API. The payload should include the group name and, optionally, the agent IDs to add as initial members.

    Update Group

    Updates an existing Groove agent group's name, description, or member list. Use this endpoint to synchronize agent group memberships from an external HR or directory system into Groove.

    • Group ID (required): Enter the ID of the group to update. Group IDs can be obtained using the List Groups data source endpoint.

    • The request payload should contain the group properties to update, such as the group name or the list of agent IDs to include as members.

    Create Knowledge Base

    Creates a new knowledge base in your Groove account. Use this endpoint to programmatically provision knowledge bases for customer self-service support as part of an automated setup workflow.

    • This endpoint sends the knowledge base configuration from your Nexset as a JSON payload. The payload should include the knowledge base name and any initial configuration settings.

    For supported knowledge base creation fields, see the Groove API documentation.

    Update Knowledge Base

    Updates the configuration and settings of an existing Groove knowledge base. Use this endpoint to synchronize knowledge base metadata or settings from an external content management system.

    • Knowledge Base ID (required): Enter the ID of the knowledge base to update. Knowledge base IDs can be obtained using the List Knowledge Bases data source endpoint.

    • The request payload should contain the knowledge base properties to update, such as the name or default language.

    Update Knowledge Base Settings

    Updates the display and customization settings for a specific Groove knowledge base, including branding, layout, and visibility options. Use this endpoint to apply bulk configuration changes to knowledge base presentation settings.

    • Knowledge Base ID (required): Enter the ID of the knowledge base whose settings you want to update. Knowledge base IDs can be obtained using the List Knowledge Bases data source endpoint.

    • The request payload should contain the settings properties to update. Refer to the Groove API documentation for the complete list of configurable settings fields.

    Create Article

    Creates a new article within a specific Groove knowledge base. Use this endpoint to programmatically publish help content — for example, to automatically create Groove knowledge base articles from an external content management system or documentation repository.

    • Knowledge Base ID (required): Enter the ID of the knowledge base in which to create the article. Knowledge base IDs can be obtained using the List Knowledge Bases data source endpoint.

    • The request payload should contain the article content. Key fields include:

      • title: The article title.
      • body: The article body content in HTML format.
      • state: The publication state, either published or draft.
      • category_id: The ID of the category to associate the article with (optional).

    For a complete list of supported article creation fields, see the Groove KB Articles API documentation.

    Update Article

    Updates an existing article in a Groove knowledge base. Use this endpoint to keep Groove knowledge base content in sync with an external documentation source by pushing article updates programmatically.

    • Knowledge Base ID (required): Enter the ID of the knowledge base that contains the article to update.

    • Article ID (required): Enter the ID of the article to update. Article IDs can be obtained using the Search Articles data source endpoint.
    • The request payload should contain the article properties to update, such as the title, body, state, or category.

    For a complete list of supported article update fields, see the Groove KB Articles API documentation.

    Update Widget

    Updates the configuration of an existing Groove widget. Use this endpoint to programmatically apply configuration changes to Groove chat or contact widgets embedded on your website.

    • Widget ID (required): Enter the ID of the widget to update. Widget IDs can be obtained using the List Widgets data source endpoint.

    • The request payload should contain the widget properties to update. Refer to the Groove Widgets API documentation for the complete list of configurable widget fields.

    Update Widget Settings

    Updates the configuration settings for a specific Groove widget, including appearance, behavior, and knowledge base associations. Use this endpoint to apply bulk configuration changes to widget settings from an external system.

    • Widget ID (required): Enter the ID of the widget whose settings you want to update. Widget IDs can be obtained using the List Widgets data source endpoint.

    • The request payload should contain the settings properties to update. Refer to the Groove Widgets API documentation for supported settings fields.

Configure Manually​

Groove destinations can be manually configured to send data to any valid Groove API endpoint.

Using manual configuration, you can also configure Nexla to automatically send the response received from the Groove API after each call to a new Nexla webhook data source.

API Method​

  1. To manually configure this destination, select the Advanced tab at the top of the configuration screen.

  2. Select the API method that will be used for calls to the Groove API from the Method pulldown menu. The Groove REST API primarily uses the following methods:

    • POST: For creating new resources (tickets, messages, webhooks, articles, groups, knowledge bases).
    • PUT: For updating existing resources (ticket state, assignee, articles, groups, widgets).
    • GET: For retrieving data, when building custom source-like configurations.

Data Format​

  1. Select the format in which the Nexset data will be sent to the Groove API from the Content Format pulldown menu. The Groove API accepts data in JSON format. Nexla will automatically convert the data to the selected format for each API call.

API Endpoint URL​

  1. Enter the URL of the Groove API endpoint to which you want to send the Nexset data in the URL field. All Groove API v1 endpoints use the base URL https://api.groovehq.com/v1/. For update operations that require a resource identifier, include the ID at the end of the URL path — for example, https://api.groovehq.com/v1/tickets/1234/state to update the state of ticket number 1234.

Request Headers​

Optional

  • If Nexla should include any additional request headers in API calls to this destination, enter the headers & corresponding values as comma-separated pairs in the Request Headers field (e.g., header1:value1,header2:value2).

    You do not need to include the Authorization header here — it is automatically handled by the Groove credential. The API key is sent as a Bearer token in the Authorization header by Nexla on every request.

Exclude Attributes from the Call​

Optional

  • If any record attributes in the Nexset should be omitted when sending data to this Groove destination, select the attributes from the Exclude Attributes pulldown menu.

  • Any number of attributes can be selected for exclusion, and all excluded attributes will be shown in the field. To remove an attribute from the list, click the X icon next to the attribute name.

Record Batching​

Optional

  1. If records should be sent to this destination in batched API calls, check the box next to Would you like to batch your records together? to enable record batching.

  2. Enter the maximum number of records that should be batched together in a single API call in the Batch Size field. By default, this value is set to 100.

  3. Select the algorithm that will be used to group records into batches from the Grouping Algorithm pulldown menu. The sample request shown in the panel on the right will be updated to reflect the current batching settings. Some algorithms require additional settings—click on an algorithm listed below to view instructions for configuring these settings.

Response Webhook​

Optional

Nexla can automatically send the response received from the Groove API after each call to a new Nexla webhook data source. This option allows you to keep track of the status of each API call and any additional information returned after each call.

  • To enable this option, check the box next to Would you like to process the API response as a Nexla Webhook source?.

Sample Request Payload​

Sample request payloads containing a portion of the Nexset data that will be sent to the Groove API endpoint based on the current settings are shown in the Sample Payload panel on the right. These samples can be referenced to ensure that the destination and request settings are correctly configured.

  • Click on a sample request payload to expand it and view the complete payload content.
  • Sample payloads are automatically updated with each setting change, making it easy to verify that changes achieve the desired effect.

Endpoint Testing (Manual Configuration)​

After all endpoint settings have been configured, Nexla can send a test payload to the Groove API to ensure that the destination is configured correctly.

  1. To send a test payload, select the Test button at the top of the Sample Payload panel, and click on a listed sample payload to expand it.

  2. If any modifications to the sample payload are needed, make the necessary changes directly within the sample window.

  3. Click the Send Test Data button at the top of a sample payload to send the test payload to the Groove API using the current settings.

Save & Activate the Destination​

  • Once all endpoint settings have been configured, click the Done button in the upper right corner of the screen to save and create the destination. To send the data to the configured Groove endpoint, open the destination resource menu, and select Activate.

    The Nexset data will not be sent to Groove until the destination is activated. Destinations can be activated immediately or at a later time, providing full control over data movement.