Re:amaze
Helpdesk & ITSMHandle customer conversations in Re:amaze from FlowRunner. Agents create conversations from inbound events, post staff or customer replies across channels, keep contacts in sync, and surface knowledge base articles for self-service deflection.
What This Integration Enables
Re:amaze consolidates a commerce brand's customer messaging, chat, email, and social, into conversations under one queue. That consolidation only holds if everything actually reaches the queue, and if what leaves the queue sounds like your brand every time. FlowRunner agents work both ends: they convert side-channel events into tracked conversations with contacts attached, and they draft replies grounded in the knowledge base that a person approves before posting. - Auto-create conversations when customers submit forms or email addresses Re:amaze does not monitor - Post AI-drafted or templated replies into ongoing conversations, gated by [human-in-the-loop](/concepts/human-in-the-loop) review - Sync new and updated customers into the CRM and marketing lists - Pull conversation history and messages for reporting and analysis - Surface knowledge base articles for grounded answers and self-service deflection
Without FlowRunner
With FlowRunner
Use Case Scenarios
The side inbox that stops leaking
Customer emails still arrive at the old support address in [Gmail](/integrations/gmail). For each one, the agent calls Create Conversation with the sender's email and message, and Re:amaze creates the contact if it has never seen them. Follow-up replies log to the same thread with Add Message authored as the customer, so the conversation history is complete. The queue, the response metrics, and the assignment rules now cover requests that used to bypass all three.
Support contacts become company knowledge
When Create Contact registers a new customer, the agent mirrors them into [HubSpot](/integrations/hubspot) and adds them to the [Mailchimp](/integrations/mailchimp) audience with a source tag. When a contact's profile data changes, the same sync runs. Marketing stops emailing people support knows are angry, and sales stops discovering support history mid-call.
The support log that flags its own fires
On a schedule, the agent pulls List Conversations filtered to open status, fetches each thread's messages with List Messages, and writes the log to [Google Sheets](/integrations/google-sheets): channel, age, last sender, waiting time. Conversations where the customer sent the last message more than a set number of hours ago post to [Slack](/integrations/slack) with the slug and a summary. The escalations surface themselves instead of waiting for the weekly review.
Human-in-Loop Highlight
Add Message authored as staff is a publish operation with no rehearsal space. The API posts it customer-visible on the conversation's channel, and this connector deliberately offers no private-note mode: as the action's own documentation warns, internal notes belong in Re:amaze's note flow, not here. That means every staff message an agent sends through this integration lands in front of a customer, in live chat, in email, or on a social thread other customers can see. So the review happens in FlowRunner, before the post: the agent assembles the thread, the matched article, and its draft, and the support lead approves or edits. What reaches the customer is fast because a machine drafted it, and safe because a person released it.
Agent Capabilities
9 actionsConversations
3- List Conversations Retrieves a paginated list of conversations for the brand, filterable by status, tag, folder, assignee, and free-text query, with sorting. Paginated 30 per page. The read behind queue sweeps and escalation flags.
- Get Conversation Retrieves a single conversation by its unique slug, including subject, status, channel, contact, and metadata.
- Create Conversation Creates a new conversation on behalf of a customer with a subject, an initial message, and the contact it belongs to, identified by email. Re:amaze creates the contact if the email is new. Optionally assigns a channel or category.
Messages
2- List Messages Retrieves the messages within a conversation by slug, with each message's body, sender type, author, and timestamps in chronological order. Paginated 30 per page.
- Add Message Adds a reply to an existing conversation by slug, authored as either the customer or a staff member. Staff replies are visible to the customer. The operation this page's human gate exists for.
Contacts
3- List Contacts Retrieves a paginated list of the brand's customers with free-text search across name and email, plus a filter for contacts seen in the last 30 days.
- Get Contact Retrieves a single contact by numeric ID, including name, email, and profile metadata.
- Create Contact Creates a new contact with a name and email address, plus optional custom profile data as key/value pairs. An existing email may be updated rather than duplicated.
Knowledge Base
1- List Articles Retrieves a paginated list of help center articles with title, slug, status, and timestamps. The grounding source for drafted replies and self-service deflection.
Frequently Asked Questions
What can FlowRunner do with Re:amaze?
FlowRunner agents can run List Conversations, Get Conversation, and Create Conversation in Re:amaze, plus 6 more actions.
Does connecting Re:amaze to FlowRunner require OAuth?
No. Re:amaze connects to FlowRunner with basic authentication (a username and password), no OAuth flow required.
Can Re:amaze trigger a FlowRunner workflow automatically?
Re:amaze doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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