Chat ON Desk
MessagingSend WhatsApp and SMS messages, verify phone numbers, and schedule reminders through a Chat ON Desk account. Agents run templated customer messaging and confirm a number is reachable before the first send.
What This Integration Enables
Most messaging platforms in this category are built around an inbox. Chat ON Desk is built around the send, and it carries two things a plain send does not: a one-time passcode loop that proves a number belongs to the person you think it does, and a scheduler that keeps firing reminders on a cadence you define. Agents use the first to avoid messaging a stale number and the second to hand off a follow-up sequence they will not personally supervise.
This connector has no event subscriptions. The Chat ON Desk API documents no endpoint for creating or deleting a webhook, so nothing here listens for an inbound reply. Work starts somewhere else: a schedule, a record that changed in an ERP or CRM, a form submission, a booking that moved. That shape suits it. The agent's job is to decide whether a message should go out at all, verify the person on the other end is reachable, and put the irreversible parts of that decision in front of a human. FlowRunner's connectors are built and verified against each vendor's official API, so the capability list below is what the connector actually does, not what the marketing site claims.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Renewal sequences that stop when the renewal happens
A subscription enters its renewal window in QuickBooks Online or the billing system of record. The agent pulls the customer, confirms with List Templates that the renewal template is present and which variables it needs, and verifies the number with Send OTP and Verify OTP. It creates a profile, then schedules a monthly reminder with an end date that matches the renewal term. When the payment lands, a second flow calls Update Reminder with the status set to canceled so the customer stops hearing about a renewal they already completed. The sequence exists for exactly as long as the reason for it does.
Proving the number before a consequential notification
A customer requests a change to their delivery address or payout details. Before the agent confirms anything, it sends a passcode to the number on file with Send OTP and checks the reply with Verify OTP. If the code comes back valid, the agent proceeds and sends the confirmation with Send Template Message. If it does not, the agent stops and routes the request to a person rather than confirming a change against a number that may no longer belong to the account holder. The verification is not a formality here. It is the check that decides whether the automation continues.
Reading back what the bot already said
A lead arrives from a web form. The agent calls Create Profile to register them against the bot and the channels they can be reached on, then lets the bot run its qualification conversation. Later, when a salesperson picks up the lead, the agent calls Get Chat History and posts the full exchange, oldest first, into the deal record in HubSpot alongside a short summary. The rep opens the deal already knowing what the customer asked and what they were told, instead of starting the conversation over.
Human-in-Loop Highlight
The gate on this connector is Create Reminder, and the reason is that a reminder outlives the flow that created it. Reminders can repeat daily, weekly, monthly or yearly until an end date, and once scheduled they run on Chat ON Desk's own scheduler. Disabling the flow does not stop them. The only way to stop one is Update Reminder with the status set to canceled, on each reminder, by ID. So before an agent schedules a recurring sequence it stops and posts the whole thing to the owning channel: "Ready to schedule a monthly renewal reminder for 41 accounts. First send 2 September, repeating monthly, ending 2 March. Message preview attached. Approve, change the cadence, or cancel?" A person reads the copy and the end date once, in advance, instead of discovering six months of unwanted messages in a support queue. That is what human-in-the-loop is for: the agent does the work of building the schedule, and a person owns the decision that cannot be quietly undone.
Agent Capabilities
11 actionsMessaging
4- Send Template Message Sends an approved structured template to one or more numbers, which is how a WhatsApp conversation is opened outside the customer service window. Placeholders are filled from a Variables object whose keys must match the names defined on the template. Used for order updates, renewal notices and appointment confirmations where the customer has not messaged recently.
- Send Text Message Sends free-form message text to one or more numbers on a chosen channel. On WhatsApp this only reaches contacts inside an open customer service window, so use it to continue a live exchange rather than to start one.
- List Templates Returns the structured templates defined on the account with their identifiers and body definitions. Read it before a template send so the agent confirms the template ID and the variables it expects rather than guessing.
- List Channels Returns the messaging channels enabled on the account. The returned names are what the send operations accept as the Channel value.
Profiles
2- Create Profile Creates a chatbot profile for a person, tying their name, email and phone number to a bot and to the channels they can be reached on. The returned profile ID is what chat history and the reminder operations refer to, so this is usually the first write in a new customer flow.
- Get Chat History Returns the logged conversation for a profile, each entry holding the user input, the bot response and the channel it happened on. Used to hand a salesperson or support agent the full context of what the bot already discussed.
Verification
2- Send OTP Sends a one-time passcode to a phone number using a structured template. Used as a reachability and identity check before a consequential message or account change.
- Verify OTP Checks a passcode entered by the user against the one sent to their number and reports whether it matched. Used as a branch point: proceed on a match, escalate to a person on a failure.
Reminders
3- List Reminders Returns the scheduled reminders on the account, optionally narrowed to a single profile or a single reminder. Used to audit what is still queued to send before adding more.
- Create Reminder Schedules a reminder message for a profile at a chosen date and time. Reminders can fire once or repeat daily, weekly, monthly or yearly until an end date, which is what makes them suitable for renewal and follow-up sequences and what makes them worth approving first.
- Update Reminder Changes an existing reminder's text, schedule, recipient, recurrence or status. Setting the status to canceled is how a pending reminder is stopped, which makes this the action that closes a sequence when the reason for it goes away.
Frequently Asked Questions
What can FlowRunner do with Chat ON Desk?
FlowRunner agents can run Send Template Message, Send Text Message, and List Templates in Chat ON Desk, plus 8 more actions.
Does connecting Chat ON Desk to FlowRunner require OAuth?
No. Chat ON Desk connects to FlowRunner with an API key, no OAuth flow required.
Can Chat ON Desk trigger a FlowRunner workflow automatically?
Chat ON Desk doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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