Integrations

Integrations

Connect AI for Service to enterprise systems.

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Overview

AI for Service provides 30+ pre-built integrations and support for custom APIs:

• CRM — Salesforce, HubSpot, Dynamics
• Ticketing — Zendesk, ServiceNow, Jira
• Commerce — Shopify, Magento
• Communication — Twilio, SendGrid

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Pre-built Integrations

CRM Integrations

Salesforce

Salesforce Integration:
  auth: oauth2
  actions:
    - get_contact
    - create_case
    - update_opportunity
    - search_accounts
  objects:
    - Contact
    - Case
    - Account
    - Opportunity

Available actions:

Action	Description
Get Contact	Retrieve contact by ID or email
Create Case	Create new support case
Update Case	Update case status, notes
Search	Query any Salesforce object
Create Record	Create custom objects

HubSpot

HubSpot Integration:
  auth: api_key
  actions:
    - get_contact
    - create_deal
    - add_note
    - update_contact

Microsoft Dynamics

Dynamics Integration:
  auth: oauth2
  environment: production
  actions:
    - get_account
    - create_lead
    - update_contact

Ticketing Integrations

Zendesk

Zendesk Integration:
  auth: api_token
  actions:
    - create_ticket
    - get_ticket
    - update_ticket
    - add_comment
    - search_articles

ServiceNow

ServiceNow Integration:
  auth: oauth2
  instance: company.service-now.com
  actions:
    - create_incident
    - get_incident
    - update_incident
    - get_knowledge

Jira Service Management

Jira Integration:
  auth: api_token
  actions:
    - create_issue
    - get_issue
    - add_comment
    - transition_issue

Commerce Integrations

Shopify

Shopify Integration:
  auth: api_key
  actions:
    - get_order
    - get_product
    - search_orders
    - create_refund

Communication Integrations

Twilio

Twilio Integration:
  auth: api_credentials
  actions:
    - send_sms
    - make_call
    - get_call_status

SendGrid

SendGrid Integration:
  auth: api_key
  actions:
    - send_email
    - send_template_email

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Custom API Integration

Create Custom Action

1. Navigate to Integrations → Custom Actions
2. Click Create Action
3. Configure:

Action: Get Weather
Method: GET
URL: https://api.weather.com/v1/forecast
Headers:
  X-API-Key: "{{env.WEATHER_API_KEY}}"
Query Parameters:
  location: "{{location}}"
  units: "metric"
Response Mapping:
  temperature: $.forecast.temp
  conditions: $.forecast.conditions
  humidity: $.forecast.humidity

Authentication Types

Type	Use Case
API Key	Simple API authentication
OAuth 2.0	Enterprise apps (Salesforce, etc.)
Basic Auth	Username/password
Bearer Token	JWT-based auth
Custom	Custom header schemes

OAuth 2.0 Configuration

OAuth Config:
  authorization_url: https://auth.example.com/authorize
  token_url: https://auth.example.com/token
  client_id: "{{env.OAUTH_CLIENT_ID}}"
  client_secret: "{{env.OAUTH_CLIENT_SECRET}}"
  scopes:
    - read
    - write
  grant_type: authorization_code

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Using Integrations in Dialogs

Action Node

Add integration calls to dialog flows:

Node: Get Order Status
Type: action
Action: shopify.get_order
Input:
  order_id: "{{context.session.order_id}}"
Output:
  order_status: response.status
  tracking_number: response.tracking
  delivery_date: response.estimated_delivery
On Success: display_order_status
On Failure: handle_error

Error Handling

Error Handling:
  timeout: 10s
  retry:
    count: 2
    delay: 1s
  fallback:
    message: "I'm having trouble accessing that information. Let me connect you with an agent."
    action: transfer_to_agent

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Agent Transfer Integrations

Transfer to Live Agent

Connect to contact center platforms:

Platform	Features
Genesys	Context transfer, routing
Salesforce	Omni-channel, case creation
Zendesk	Chat handoff, ticket creation
Custom	Webhook-based transfer

Transfer Configuration

Agent Transfer:
  platform: genesys
  queue_selection:
    method: skill_based
    skills:
      - from_context: issue_type
        mapping:
          billing: billing_queue
          technical: tech_support
  context_transfer:
    - conversation_summary
    - customer_info
    - detected_intent
    - sentiment_score
  pre_transfer_message: "Connecting you with a specialist..."

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External NLU Adapters

Connect External NLU

Use external NLU services:

Provider	Features
Dialogflow	Intent, entity, sentiment
LUIS	Microsoft NLU
Amazon Lex	AWS NLU
Custom	Any NLU via API

Configuration

External NLU: Dialogflow
Project ID: your-project
Credentials: service-account.json
Language: en
Use For:
  - intent_detection
  - entity_extraction
Fallback: built_in_nlu

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Voice Platform Integrations

IVR Integration

Connect to IVR platforms:

Platform	Integration Type
Twilio	Native
Amazon Connect	Native
Genesys	SIP/webhook
Avaya	SIP/webhook
Cisco	VXML/webhook

Voice Gateway

Voice Gateway:
  provider: twilio
  phone_numbers:
    - "[phone]"
    - "[phone]"
  sip_trunk:
    uri: sip.twilio.com
    credentials: "{{env.SIP_CREDENTIALS}}"
  recording:
    enabled: true
    storage: s3

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Data Tables

Internal Data Storage

Store and query data within AI for Service:

Data Table: Product Catalog
Columns:
  - name: product_id
    type: string
    primary: true
  - name: name
    type: string
  - name: price
    type: number
  - name: category
    type: string
    indexed: true

Query Data

// In dialog script
const product = await dataTable.query('products', {
  where: { category: 'electronics' },
  orderBy: 'price',
  limit: 10
});

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Best Practices

Security

• Use environment variables for credentials
• Enable OAuth where available
• Limit scopes to required permissions
• Rotate API keys regularly
• Monitor API usage

Performance

• Set appropriate timeouts
• Implement retry logic
• Cache frequently accessed data
• Use async calls where possible
• Monitor latency

Error Handling

• Always handle failures gracefully
• Provide user-friendly error messages
• Log errors for debugging
• Implement fallback paths
• Alert on critical failures

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Related

• Automation AI
• Flows & Dialogs
• Administration