# SailPoint Chatwoot Connector Documentation

> Chatwoot Connector Documentation

# Documentation

# Connecting SailPoint and Chatwoot

To connect SailPoint to the source, perform the following tasks:

## Adding and Configuring the Source in SailPoint

To connect to SailPoint, perform the following steps. Once the connection is made, you can configure it to meet your company's needs.

1. Go to **Admin \> Connections \> Sources**.
2. Select **Create New**.
3. Search for a source type and select **Actions**.
4. In the **Actions** dropdown, select the setup method:

   - **Express Setup** - Quickly create a read-only connection to your target system by providing minimal configurations and authentication. On completion, aggregation is automatically started.

     > **Note**
     >
     > Express Setup supports Credential Providers. For information on supported credential providers and configuration, refer to [Credential Providers](<https://documentation.sailpoint.com/connectors/help/credential_providers.html>). For more information, contact your SailPoint Customer Service Manager.
   - **Standard Setup** - Provide detailed basic configuration to create the source. Once the source is created, continue with source setup.

### Express Setup

1. Review the directions and select **Start Express Setup**.
2. Review the pre-populated source name, source owner, and description. To update, select **Edit**.

   > **Note**
   >
   > Source name must be unique.
3. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider.

   > **Note**
   >
   > To add a Credential Provider in SailPoint, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](<https://documentation.sailpoint.com/connectors/help/credential_providers.html>).
4. Configure the authentication to allow SailPoint to connect to the source. For more information, refer to the **Connection Settings** page.
5. Select **Finish**. After a successful test connection, the system creates your source and prompts you to run an aggregation.

   - If you want to aggregate now, select **Aggregate**.

     - To see the latest account aggregation history, go to **Account Management \> Account Aggregation**.
     - To see the list of aggregated source accounts, go to **Account Management \> Accounts**.
   - If you want to aggregate later, select **Exit**. This returns you to the **Sources** page. Your new source is listed, but contains no accounts or aggregation history yet.

### Standard Setup

Configure more detailed settings relative to Express Setup.

1. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters.
2. In the **Description** field, provide additional details about the source to help distinguish it from similar sources. This field allows a maximum of 2,000 characters.
3. In the **Source Owner** field, begin typing the name of an owner. Matches appear after you type two or more letters. For more information, refer to [Assigning a Source Owner](<https://documentation.sailpoint.com/saas/help/sources/index.html#assigning-a-source-owner>).
4. (Optional) Select a governance group to grant its members [source](<https://documentation.sailpoint.com/saas/help/common/users/user_levels.html#source-sub-admin-user-level>) or [role](<https://documentation.sailpoint.com/saas/help/common/users/user_levels.html#role-sub-admin-user-level>) sub-admin level oversight of the source and its access. For more information, refer to [Creating and Managing Governance Groups](<https://documentation.sailpoint.com/saas/help/common/users/governance_groups.html>).
5. If this source represents a primary system containing your organization's personnel records, select the **Authoritative Source** checkbox. For more information, refer to [Creating Identity Profiles](<https://documentation.sailpoint.com/saas/help/setup/identity_profiles.html>).
6. Select **Continue**. The source is created, and you are navigated to the **Source Setup \> Base Configuration** page. Here, continue to configure your connected source.

## Base Configuration

Provide the base configuration parameters. Information you entered in the Create New Source dialog is automatically entered into the fields in the Base Configuration page. You can edit this information if necessary.

1. Enter a descriptive **Source Name** for the connection.
2. Enter the **Source Description** that provides details necessary to distinguish it from similar connection sources.
3. In **Source Owner**, begin typing the name of the source owner.
4. (Optional) Select the appropriate **Governance Group for Source Management** from the dropdown list. For more information about governance groups, refer to [Associating Governance Groups with a Source](<https://documentation.sailpoint.com/saas/help/common/users/governance_groups.html#associating-a-governance-group-with-a-source>).
5. Select **Create Manual Work Items** to enable the source to support additional source management features such as creating accounts and access profile management.

   > **Important**
   >
   > Once you enable this feature, it can't be disabled.

   For more information on manual work items, refer to [Work Items](<https://developer.sailpoint.com/docs/api/work-items>). For more information on SailPoint features, refer to [SailPoint Identity Services](<https://documentation.sailpoint.com/saas/help/index.html>).
6. Select **Save**.

## Connection Settings

Configure a secured, direct connection to the source.

1. Enter the Chatwoot host URL as **Base URL**. For example, `https://app.chatwoot.com/api/v1`.
2. Enter **Account ID**.
3. Enter **API Token**.
4. Select **Save**.

## Review and Test

Perform a test to confirm the connection to SailPoint.

1. Go to **Review and Test**.
2. Confirm that the entries in each field are correct.

   If you note any mistakes, return to the section and make corrections.
3. Select **Test Connection**.

## SailPoint Application Onboarding

SailPoint application onboarding enables you to easily onboard new applications and create sources following the successful onboarding of a discovery source. To use this feature, continue to **Discovered Applications** in the SailPoint user interface.

For more information, refer to [Application Onboarding](<https://documentation.sailpoint.com/saas/help/ai/app_onboarding/index.html>) in the SailPoint SaaS documentation.

# Integrating SailPoint with Chatwoot

Chatwoot is an open-source, omni-channel customer engagement platform that allows businesses to manage customer conversations across various channels like website live chat, email, Facebook, Twitter, and WhatsApp from a single dashboard. This document provides instructions to configure a new direct connection to a Chatwoot source. For a reference to the terminology specific to SailPoint products, refer to [Source and Connector Definitions](<https://documentation.sailpoint.com/saas/help/sources/index.html#source-and-connector-definitions>).

> [!NOTE]
>
> To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes](<https://community.sailpoint.com/release-notes/saas>) page.

## Supported Features

The Chatwoot connector supports the following:

### Account Management

- Aggregate Accounts

  > **Note**
  >
  > The managed system doesn’t provide APIs for aggregating entitlements (roles); only account aggregation is supported.

> [!IMPORTANT]
>
> Quick Compliance connectors have the following manual aggregation limits within a 24-hour period:
>
> - **Organization Admins**: Limited to 3 manual account or entitlement aggregations per day per source. This limit is cumulative across all admins in the organization.
> - **Regular Users**: Limited to 1 manual account or entitlement aggregation per day per source.
>
> These limits ensure that individual compliance statuses are kept up to date while maintaining continuous compliance monitoring. If you need to run additional aggregations beyond these limits, contact SailPoint Support.

## Supported Managed Sysytems

- Chatwoot: Cloud or self-hosted instances

## Prerequisites

Ensure the following prerequisites are met before proceeding with the configuration:

- You must have an account with Administrator privileges in your Chatwoot instance to access API settings and manage integrations.
- A valid Chatwoot instance URL is required.

  - For Cloud users: `https://app.chatwoot.com`
  - For self-hosted users: Your custom domain (for example, `https://chatwoot.yourdomain.com`)
- A valid User API Access Token is required to authenticate requests. This token is unique to each user and determines the scope of data accessible through the API.
- Chatwoot primarily uses token-based authentication. The `api_access_token` must be included in the request headers for all API calls.
- For more information about authentication methods, refer [Chatwoot API Guide](<https://developers.chatwoot.com/introduction>). For instructions on locating your token, refer [How to Find Your Personal Access Token](<https://www.chatwoot.com/hc/user-guide/articles/1757445004-how-to-find-your-personal-access-token-in-chatwoot>).

## Required Permissions

To integrate with Chatwoot, you must provide a valid User Access Token. The level of data accessible to the integration depends on the role assigned to the user who generates this token.

#### Service Account/API Credentials

- API tokens are generated per user. To obtain your token, go to **Profile Settings \> Access Token**.
- We recommend that you use an account with the Administrator role. While standard Agents can generate tokens, their API access is restricted to their assigned conversations and basic profile data, which may prevent the connector from syncing all account-wide users and teams.

#### Scope Needed for Connector Operations

To ensure the connector can successfully fetch all user accounts, the following requirements apply:

- Only an Administrator can access the account-level endpoints required to fetch the full list of users and their team memberships. (The managed system doesn’t provide APIs for aggregating roles/entitlements.)
- For identity syncing, the token must have permission to read the Account and User resources. If the integration requires modifying memberships, the Administrator role is mandatory.

#### Relevant Roles

Chatwoot uses role-based access control (RBAC) rather than granular OAuth scopes for its standard API. Ensure the service account is assigned one of the following roles:

- **Administrator**: Provides full access to account-level APIs, including Users, Teams, Inboxes, and Account Settings (required for full synchronization).
- **Agent**: Provides limited access. Tokens generated by Agents generally can’t list other users or account-wide configurations.

For more information about finding your credentials and understanding Chatwoot’s permission model, refer the following resources:

- [Chatwoot API Authentication Guide](<https://developers.chatwoot.com/introduction#tag/Authentication>)
- [Managing User Roles in Chatwoot](<https://www.chatwoot.com/hc/user-guide/articles/1677482414-adding-agents>)

> [!NOTE]
>
> The linked document is not maintained by SailPoint and is subject to change without notice.

# Schema Reference

The application schema is used to configure the objects returned from a connector.

> [!NOTE]
>
> - The **Account Schema** tab is used to define the attributes for each object type in the application being configured. The schema attributes can be defined as **Entitlement** or **Multi-Valued**. Refer to [Managing Source Account Schemas](<https://documentation.sailpoint.com/saas/help/accounts/schema.html>) for more information.
> - The schema attributes that are not present by [default](<#default-account-schema>) must be defined as strings if not specified.

The Chatwoot connector uses the following default correlation and object configurations.

## Default Account Schema

Each source supports a variety of details, or attributes, about each user who has an account, such as their name, email address, manager name, and location.

The set of account attributes each source stores and how they're organized is known as the account's *schema*. To best represent your data, you can configure sources to use an account schema matching the one you use in the external connector. Refer to [Managing Source Account Schemas](<https://documentation.sailpoint.com/saas/help/accounts/schema.html>) for more information.

### Default Account ID

SailPoint requires that certain attributes remain in your configuration. These attributes are referred to as *account IDs*.

> [!CAUTION]
>
> Changing the attribute marked as the account ID after aggregating accounts can result in duplicate accounts being created. To avoid this, either reset the accounts on this source before editing the account ID attribute or edit the account ID attribute before aggregating accounts.
>
> To resolve issues caused by changing account IDs, reconfigure them to their default values.

The following table lists the default account IDs for this connector:

| Account ID | Schema Object Type |
| --- | --- |
| id | Account |

### Default Account Attributes

The Chatwoot connector supports the following default account schema attributes and customer configurable attributes. The attributes must be defined as strings if not specified.

| Attribute Name | Description |
| --- | --- |
| name | The full name of the user |
| id | The unique ID for the user |
| role | The role assigned to the user (e.g., Administrator, Agent) |
| account\_id | The ID of the account associated with the user |
| availability\_status | The current online/offline status of the user |
| confirmed | Indicates if the user email has been confirmed |
| auto\_offline | Indicates if the user is set to go offline automatically |
| email | The email address of the user |
| provider | The authentication provider used by the user |
| available\_name | The display name available for use in the interface |
| custom\_role\_id | The ID of any custom role assigned to the user |
| thumbnail | The URL to the user's profile image or thumbnail |