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Introduction

Integrations allow your GenAI agent to connect with external systems, automating workflows and enhancing functionality. With integrations, your agent can send emails, SMS messages, update CRMs, and manage tickets effortlessly. To use these integrations, you’ll need to configure Actions, which will be covered in the next module. 📍 To add an integration: Navigate to Manage Agents → Select Agent → Integration tab → Add integration and select the required integration type.

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Lesson 1: SMS Integrations

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Why Integrate SMS?

Enable your agent to send appointment reminders, ticket confirmations, discount codes, and more via SMS.

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How to Set Up:

  1. In the Add SMS Integration section, select Twilio as the operator, and provide a name for your integration.
  2. Open the Twilio Console Dashboard (https://console.twilio.com/dashboard) to retrieve credentials.
  3. Copy the Account SID and Auth Token from the Account Info section and paste them into the platform.
    • Account SID: A unique 34-character alphanumeric identifier starting with “AC”.
    • Auth Token: A secure key for authentication.
  4. Choose the Sender type:
    • Phone Number: Send messages from a fixed number for consistent branding.
      • In Twilio, go to Develop → Phone Numbers → Manage → Active Numbers, select an active SMS-enabled number, and paste it into the platform.
      • If you don’t have a number, click Buy a Number in Twilio.
    • Messaging Service: Use a pool of numbers for sending SMS dynamically based on factors like location and compliance.
      • In Twilio, navigate to Develop → Messaging → Services, find the Messaging Service SID (starting with “MG”), and paste it into the platform.
      • If you don’t have a messaging service, click Create Messaging Service in Twilio.
  5. Click Save to complete the integration.

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Lesson 2: Email Integrations

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Why Integrate Email?

Enable your agent to send welcome emails, follow-ups, newsletters, and transactional messages automatically.

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How to Set Up:

  1. In the Add Email Integration section, select Mailchimp as the operator and provide an integration name.
  2. Enter the Mailchimp API Key (found in your Mailchimp account).
  3. Click Save to finalize the integration.

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Lesson 3: CRM Integrations

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Why Integrate CRM?

Allow your agent to automatically create customer records in Zoho CRM, streamlining lead and support management.

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How to Set Up:

  1. In the Add CRM Integration section, select Zoho as the operator and enter an integration name.
  2. Open the Zoho API Console to retrieve credentials.
  3. Follow Zoho’s guide to create a Self Client.
  4. In the Client Secret tab, find the Client ID and Client Secret and paste them into the platform.
  5. Enter the Account Server URL based on your primary user region (choose from here).
  6. Generate the Account SOID using step 1 in this guide.
  7. Specify the required scopes from Zoho’s scope list.
  8. Click Save to complete the integration.

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Lesson 4: Ticketing Integrations

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Why Integrate Ticketing?

Enable your agent to create support tickets in Zoho Desk, automating customer service processes.

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How to Set Up:

  1. In the Add Ticket Integration section, select Zoho as the operator and enter an integration name.
  2. Open the Zoho API Console.
  3. Follow Zoho’s guide to create a Self Client.
  4. Retrieve the Client ID and Client Secret from the Client Secret tab and paste them into the platform.
  5. Enter the Account Server URL (choose from here).
  6. Generate the Account SOID using this guide.
  7. Specify the required scopes from Zoho Desk’s scope list.
  8. Click Save to finalize the integration.

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Lesson 5: Custom Integrations

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Why Use Custom Integrations?

For unique use cases, integrate custom APIs to expand your agent’s capabilities beyond built-in options.

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How to Set Up:

  1. In the Add Custom Integration section, enter a name and description.
  2. Choose an API Call Method (GET, POST, etc.) and enter the API URL.
  3. If authentication is required, enter the Key and Value.
  4. Click Integrate to complete the setup.
🚀Your GenAI agent is now integrated and ready to automate workflows! 🌍