Google Chat Integration Guide

Google Chat is an intelligent and secure communication and collaboration tool, built for teams. From ad-hoc messaging to topic-based workstream collaboration, Google Chat makes it easy to get work done where the conversation is happening. The Xurrent IMR Incident Management platform fetches alerts from your monitoring apps, creates and assigns incidents based on schedules and escalation policies and intimates engineers on call. When these two applications come together, the result is a fast, stress-free incident-resolution process.

How to Set Up a Google Chat Integration for Xurrent IMR:

There are two ways to receive Google Chat notifications from Xurrent IMR

1. As a Personal Notification

Through this method, you can instruct Xurrent IMR to notify you on Google Chat whenever an incident is assigned to you. This can be in place of, or in addition to notifications via phone call or SMS.
You can add your Google Chat handle to your notification rules and set up when you want to be alerted on Google Chat.

First, you'll need to directly message the Xurrent IMR Google Chatbot, which would initiate the Connection request.

1. On Google Chat, first click on the + button beside your personal chats and search for Xurrent IMR.

2. Proceed by clicking on the link given by the Bot, to initialize the linking process (You can also initialize by typing the /connect command).

3. In Xurrent IMR, proceed by connecting.

The Xurrent IMR bot is now added as your personal contact method.

2. As an Outgoing Integration

Through this method, you can instruct Xurrent IMR to notify a Google Chat space whenever an incident is assigned to the Service that you connected it to.

First, you'll need to directly message the Xurrent IMR Google Chatbot, which would initiate the personal Connection request. Follow the steps above for the same.
Next, in the space that you want to be alerted on with your teammates, add the Xurrent IMR Bot.

1. On Google Chat, In the space that you want to add the bot, Search for the Xurrent IMR bot.

2. On Adding the Xurrent IMR Google Chatbot, it initializes a connection request (You can also initialize by typing the /connect command).

3. In Xurrent IMR, proceed by selecting the Team and the Services you want to connect the bot to (you can connect multiple Services in the Teams that you manage).

Note: You no longer need to generate a new link for each service. A single connection link can be used to integrate multiple services, simplifying the setup process for teams managing several services within the same Google Chat space.

The Xurrent IMR bot is now added in your Google Chat Space to notify you and your teammates if any Incidents come up.

Note: You can add multiple services to one Google space using the '/connect' command

How the Google Chat Integration for Xurrent IMR Works:

Once set up, all Xurrent IMR alerts will reflect on Google Chat.

1. Alerts about incidents assigned to you will be sent as a personal message to you (based on the notification rules you set up). You can then acknowledge, resolve or assign Xurrent IMR incidents within Google Chat.

2. All alerts about a service with a Google Chat channel integration will be sent to the Google Chat channel. Any team member can then acknowledge, resolve or assign Xurrent IMR incidents within Google Chat.

The Available slash commands on Gchat:

On-Call search:

The Xurrent IMR Google Chat bot allows you to search for and view on-call users associated with a specific escalation policy. Use the available command to trigger the bot, search for escalation policies, and retrieve the list of on-call users.

Available Text Commands on Google Chat:
@Xurrent IMR whoisoncall - View on-call users of an escalation policy.

Steps to View On-Call Users of an Escalation Policy
Type the Command
In the chat, type:
@Xurrent IMR whoisoncall

Trigger the Xurrent IMR Bot Prompt
After sending the command, a Xurrent IMR bot prompt will appear, asking you to input the escalation policy name.

Search for the Escalation Policy

In the input text field, type the name of the escalation policy.
You must type at least 3 characters to trigger the search.
Press Enter to proceed.
Select the Matching Escalation Policy
The Xurrent IMR bot prompt will update with a list of matching escalation policies based on your search query.

Select the escalation policy you want to view the on-call users for.
View On-Call Users
A new Xurrent IMR bot prompt will appear, showing the on-call users for the selected escalation policy. The prompt will display users for different levels of escalation if applicable.

This flow provides a seamless way to query escalation policies and view on-call users directly from Google Chat using the Xurrent IMR bot.

Unlinking your account on Google Chat

You can unlink your account by typing /settings in your Google Chat, and clicking on Unlink in front of your name in the pop-up that appears

Note: You do not need a paid Xurrent IMR account to receive Xurrent IMR alerts on Google Chat. Subscribers of any plan are eligible to receive unlimited free alerts on Google Chat, just like Slack and Microsoft Teams

Google Chat - Incident Space Creation

Setup & Configuration Guide

Overview

The Google Chat Space Creation integration automatically creates a dedicated Google Chat space for every incident. Once configured for a service, each new incident on that service spins up its own space - named from a template you define - so responders get a focused place to collaborate.

Setup is a short three-step flow, launched directly from the Google Chat bot:

• Step 1 - Select the teams you want to configure.
• Step 2 - Select the services under those teams (one integration is created per service).
• Step 3 - Set the space-name prefix template, then save.

After setup, each integration can be viewed and reconfigured from its integration details page inside the dashboard.

Note  Saving creates one integration per selected service. Services that already have a space-creation integration are skipped, so it is safe to re-run the flow.

‍
Google Workspace Admin Setup (Domain-Wide Delegation)

This step is performed once by your Google Workspace administrator before the integration can create spaces in your organisation.

The space-creation feature uses a service account to create and manage Google Chat spaces on behalf of your organisation. Your Workspace admin must authorise this service account via Domain-Wide Delegation.

Steps

1. Sign in to admin.google.com as a super admin.
2. Navigate to Security → Access and data control → API controls → Domain-wide delegation.
3. Click Manage Domain-wide Delegation → Add new.
4. Enter the following details:
   
   
   1. FieldValueClient ID: 112282914147537975446
   2. ‍OAuth scopes(see below)
5. Paste the following scopes into the OAuth scopes field (comma-separated):
   https://www.googleapis.com/auth/chat.spaces.create,https://www.googleapis.com/auth/chat.spaces,https://www.googleapis.com/auth/chat.memberships,https://www.googleapis.com/auth/chat.bot,https://www.googleapis.com/auth/chat.memberships.app

6. Click Authorise.

Note — Propagation can take up to a few minutes. If space creation fails immediately after setup, wait 5–10 minutes and retry.

Prerequisites

• The Xurrent IMR (Zenduty) Google Chat bot is installed in your Google Chat workspace.
• You are signed in to Xurrent IMR (Zenduty).
• You have permission to configure the teams you want to enable - admins/owners see all teams; other users see only the teams they manage.

Part 1 - Creation Flow

Step 1 · Launch from Google Chat

In Google Chat, run the setup command in a conversation with the bot:

/setup-incident-spaces

The Xurrent IMR bot replies with a setup card. Click “Set up in Xurrent IMR (Zenduty)” to open the configuration page in your browser.

Step 2 · Select teams

The first step lists the teams you’re allowed to configure. Tick each team you want to enable, or use “Select all teams” to choose every team at once. The counter on the right shows how many are selected.

Click Continue to move on to services.

Step 3 · Select services

Services are grouped under their team. Select individual services, use a team’s header checkbox to select all of that team’s services, or use “Select all services” to select everything across all teams. Each group shows its own selected/total count.

• One integration will be created per selected service.
• Services that already have a space-creation integration are marked with an “Existing integration” badge. They remain selectable - the badge is informational, so you can still add another if needed.

Click Continue to set the space name.

Step 4 · Set the space-name prefix

Define how each incident’s Google Chat space is named. Type a prefix and insert dynamic incident fields using the “Insert field” picker - clicking a field inserts its token at the cursor.

Example template:

Incident #{{incident.number}} - {{incident.title}}

which produces a space named, for example:

Incident #1234 - DB down

• The space name prefix is required - the Save button stays disabled until it’s filled in.
• Common tokens include {{incident.number}} and {{incident.title}}.

Click Save & create to finish.

On success

A confirmation toast appears - “Created N integration(s)” - and you are returned to the Zenduty dashboard. Services that already had the integration are skipped and not counted.

Part 2 - Integration Configuration Page

Each created integration can be managed from its integration details page in the dashboard (the Google Chat integration under the service). For space-creation integrations, this page shows a configurable space-name prefix.

Authentication status

Space-creation integrations show a confirmation that the integration is authenticated and will automatically create a Google Chat space for each incident. (This differs from the classic Google Chat integration, which instead shows the single connected Space ID.)

Editing the space-name prefix

1. Open the Google Chat integration’s details page for the service.
2. The current space-name prefix is shown in an editable field with the same “Insert field” picker.
3. Update the prefix and click Save changes. (The button is enabled only when the value changed and is non-empty.)