Question 1

What are Integrations?

Accepted Answer

Integrations connect your AI agents to external platforms like CRMs, helpdesks, and ERPs. During calls and widget conversations, AI can:

Look up customer data
Update records
Create tickets or orders
Perform any API action you define

One connection per account, with unlimited custom actions. Connect via One-Click OAuth or a Custom API connection.

Question 2

How do I connect with One Click (OAuth)?

Accepted Answer

The fastest way to connect your CRM. Supported platforms are HubSpot, Salesforce, Zoho CRM (select your region), Pipedrive, Monday.com, and Zendesk (enter your subdomain). Go to Settings, then Integrations, click Connect Platform, choose your CRM from the grid, and authorize access on the platform's consent screen. OAuth connections handle token refresh automatically with no API keys to manage.

Question 3

How do I set up a Custom API integration?

Accepted Answer

For platforms not listed in the one-click options, use the Custom API method. Click Connect Platform, then Connect Custom API. The setup involves: connecting your API (enter base URL and authentication credentials), defining actions (create actions like "lookup_customer" or "update_address"), and assigning to employees (enable specific actions for each AI Agent). Go to Integrations in Settings to get started.

Question 4

What is the difference between OAuth and Custom API?

Accepted Answer

One-Click OAuth supports HubSpot, Salesforce, Zoho, Pipedrive, Monday.com, and Zendesk. Setup is click, authorize, done. Token management is automatic. Custom API supports any REST API. Setup requires manually entering URL, credentials, and configuration. Both methods support the same actions, identity verification, and AI features once connected.

Question 5

What authentication types are supported?

Accepted Answer

Four authentication types are supported for custom API connections: Bearer Token (Authorization header with Bearer token, most common), API Key (custom header with API key value), Basic Auth (username and password), and Custom Header (any custom header name and value). All credentials are encrypted with AES-256-GCM.

Question 6

How do I test my API connection?

Accepted Answer

Enter your API base URL, select authentication type and enter credentials, then click Test Connection. Successful tests show latency and detected fields for identity verification. The test makes a request to your API root.

Question 7

What is token auto-refresh?

Accepted Answer

For Bearer tokens that expire, enable automatic refresh by enabling "Token expires", setting the expiration date/time, enabling "Auto-refresh", and providing the refresh token, token URL, client ID, and client secret. The system automatically refreshes tokens before they expire. You can also manually refresh from the connection card.

Question 8

Does Staffify integrate with Shopify?

Accepted Answer

Yes. The Shopify integration connects via OAuth in under a minute and gives AI widget agents access to 24 action templates across five categories: Orders (list, look up, cancel, update, tracking info, refunds), Customers (search, get profile, create, update, manage addresses), Products (browse with visual cards, look up by name, browse collections), Inventory (check live stock levels, list locations), and Draft Orders & Discounts (create quotes with payment links, validate discount codes, list promotions). Identity verification is built in for all sensitive actions.

Question 9

What are Pre-Built Action Templates?

Accepted Answer

When you connect a supported platform, you get access to pre-built action templates totaling 382 across nine platforms: Pipedrive (61), Zoho CRM (60), Salesforce (56), HubSpot (42), Stripe (37), Monday.com (36), Freshdesk (33), Zendesk (33), and Shopify (24). Templates configure everything automatically including endpoint, HTTP method, parameters, body template, confirmation settings, and AI instructions. Click Add Action, choose a category, click a template, review pre-filled settings, and save. You can customize any setting after adding.

Question 10

What HubSpot templates are available?

Accepted Answer

42 templates across 11 categories: Contacts, Deals, Companies, Tickets, Notes, Calls, Tasks, and Meetings (4 templates each with Search/Create/Update/Delete), Owners & Pipelines (3 templates: List Owners, List Pipelines, Get Pipeline Stages), Associations (3 templates: Get, Create, Remove), and Direct Lookups (4 templates: Get Contact/Deal/Company/Ticket by ID). Uses REST API v3.

Question 11

What Salesforce templates are available?

Accepted Answer

56 templates across 13 categories: Contacts, Leads, Accounts, Opportunities, Cases, Tasks, Events, and Notes (4 each with SOQL search, Create, Update, Delete), Knowledge (3: Search Articles, Get Article, List Categories), Users & Queues (3: Search Users, Get User, List Queues), Products (7 templates), Campaigns (6 templates), and Direct Lookups (5: Get Contact/Lead/Account/Opportunity/Case by ID). Uses SOQL queries and API version v59.0.

Question 12

What Zoho CRM templates are available?

Accepted Answer

60 templates across 15 categories: Contacts, Leads, Accounts, Deals, Cases, Tasks, Calls, Events, Notes, Products, Quotes, Appointments, and Solutions (4 each with Search/Create/Update/Delete), Direct Lookups (5: Get Contact/Lead/Account/Deal/Case by ID), and Users & Tags (3: List Users, Get User, List Tags). Uses REST API v2. Select your data center region (US, EU, IN, AU, CN, JP) when connecting.

Question 13

What Pipedrive templates are available?

Accepted Answer

61 templates across 13 categories: Persons, Organizations, Deals, Leads, Activities, Products, and Notes (4 each), Direct Lookups (5: Get Person/Organization/Deal/Lead/Activity by ID), Related Records (5 templates), Pipelines & Stages (3 templates), Call Logs (5 templates), Users (3 templates), and Utilities (12 templates including Global Search and Search by Phone/Email). Uses REST API v1.

Question 14

What Monday.com templates are available?

Accepted Answer

36 templates across 10 categories: Boards (3), Items (5 including Search, Create, Update Column Values, Move to Group, Archive), Subitems (3), Groups (4), Updates (3), Columns (3), Users (3), Workspaces (3), Tags (3), and Direct Lookups (6: Get Item/Board/User/Workspace/Group/Team by ID). Uses GraphQL API.

Question 15

What Zendesk templates are available?

Accepted Answer

33 templates across 8 categories: Tickets (5: Search, Create, Update, Delete, List Recent), Users (4), Organizations (4), Ticket Comments (3: List, Add Public Reply, Add Internal Note), Tags (3), Groups (3), Direct Lookups (4), and Admin (7 templates including Ticket Fields, Forms, Views, Macros, Metrics). Uses REST API v2. Enter your subdomain when connecting.

Question 16

What Stripe templates are available?

Accepted Answer

37 templates across 10 categories: Customers (5), Payments (4), Invoices (5), Subscriptions (4), Products & Prices (4), Refunds (3), Payment Methods (3), Charges (4), Balance (2: Get Balance, List Transactions), and Events (3). Connects via API key (not OAuth). Enter your secret key from the Stripe Dashboard.

Question 17

What Freshdesk templates are available?

Accepted Answer

33 templates across 9 categories: Tickets (5), Contacts (4), Companies (4), Agents (3), Groups (2), Solutions/KB (4: List Categories, Folders, Articles; Create Article), Canned Responses (3), Time Entries (4), and Search (4: Search Tickets, Contacts, Companies, Agents). Connects via API key. Enter your subdomain and API key from your Freshdesk profile settings.

Question 18

How do I create an action?

Accepted Answer

For platform connections, click Add Action to open the template picker, select a pre-built template or click Custom Action to configure from scratch. For custom API connections, click Add Action to open the wizard directly. The wizard has 4 steps: Basic Info (action name, AI instructions telling the AI when and how to use it), API Endpoint & Test (HTTP method, endpoint path, parameters, optional body template, test the endpoint), Settings (timeout, retry count, failure behavior, confirmation requirements), and Identity Verification (optional customer verification before executing).

Question 19

What are action parameters?

Accepted Answer

Parameters are values the AI collects from customers to use in API requests. Three types: Query (added to URL as ?param=value, e.g. /search?email=john@example.com), Path (inserted into URL path, e.g. /customers/12345), and Body (sent in request body as JSON payload). Each parameter has a name, type, required flag, and description.

Question 20

What is a Custom Request Body (Body Template)?

Accepted Answer

For POST, PUT, and PATCH actions, you can define a custom JSON request body with {{variable}} placeholders. The AI fills in the placeholders with values collected from the customer during the conversation. Optional fields that the customer does not provide are automatically removed before sending, so no empty values are sent to the API.

Question 21

What variables are available in templates?

Accepted Answer

These variables are automatically available in endpoint paths and body templates: {{caller_phone}} (the customer's phone number), {{employee_id}} (the ID of the AI agent handling the call), and {{call_id}} (unique identifier for the current call). Any other {{placeholder}} in your template becomes a parameter that the AI collects from the customer during the conversation.

Question 22

What is Identity Verification?

Accepted Answer

Identity Verification confirms the customer's identity before executing sensitive actions. The AI asks verification questions, the customer's answers are matched against API response fields, and if verified the action proceeds; if failed, the configured failure action is taken. Match types are Exact (must match exactly), Contains (answer must contain the value), and Last 4 (match last 4 characters for SSN or account numbers). Maximum attempts and failure message are configurable.

Question 23

What happens if an action fails?

Accepted Answer

Configure failure behavior for each action: Apologize & Continue (AI apologizes and continues the conversation), Retry & Apologize (retries up to configured count then apologizes), or Transfer to Human (transfers the call to a human agent). Built-in retry logic handles temporary failures automatically.

Question 24

What is the Circuit Breaker?

Accepted Answer

The circuit breaker prevents cascading failures when an API has issues. If an action fails repeatedly, the circuit breaker trips and the action is temporarily disabled, preventing the AI from repeatedly trying a broken endpoint and protecting both your API and call quality. You can manually reset a tripped circuit breaker from the action card.

Question 25

How do I view action health?

Accepted Answer

Each action card shows real-time health metrics: Calls in the last 24 hours, Success Rate (percentage of successful executions), Average Latency (response time in milliseconds), and Last Called (when the action was last used). Circuit breaker status is also shown (green is healthy, red is tripped).

Question 26

How do I view execution history?

Accepted Answer

The History section shows all API calls made by your AI agents. Filter by search term, HTTP method, phone number, action, or success/failure status. Expand rows to see full request and response details. Results show 20 logs per page with pagination. Click Refresh History to load the latest executions.

Question 27

Can I revert an action?

Accepted Answer

Some actions support reverting. Find the execution in History, expand the log entry, click Revert if available, and confirm the reversion. Revert capability depends on whether the action's API supports undo operations.

Question 28

How do I assign actions to AI Agents?

Accepted Answer

Go to Call Agents or Widget Agents, edit the AI Agent, find the Integrations section, enable specific actions for that agent, and save changes. Each AI Agent (call or widget) can have different actions enabled based on their role.

Question 29

What security measures are in place?

Accepted Answer

Security features include: Encryption (AES-256-GCM for all credentials), HTTPS Only (all API connections require HTTPS), Audit Logging (full history of all executions), Identity Verification (optional customer verification before sensitive actions), and Circuit Breaker (automatic protection against cascading failures).

Question 30

What does 'Require Final Confirmation' mean?

Accepted Answer

When enabled, the AI asks the customer to confirm before executing the action (e.g., "I'm about to update your address to 123 Main St. Is that correct?"). Use this for actions that modify data, irreversible operations, and high-value transactions. The "Mark as Destructive" option adds additional warnings for dangerous actions.

Question 31

What are timeout and retry settings?

Accepted Answer

Timeout defaults to 10 seconds (how long to wait for an API response) and Retry Count defaults to 2 (how many times to retry on failure). Adjust based on your API's typical response times. Longer timeouts prevent false failures for slow APIs.

Question 32

How do I edit or delete a connection?

Accepted Answer

To edit: click Edit on the connection card, update settings (credentials must be re-entered), test the connection, and save changes. To delete: click Delete on the connection card and confirm deletion. Warning: deleting a connection also removes all associated actions.

Question 33

How do I test an action?

Accepted Answer

Before saving: in Step 2 of action creation, enter test parameter values and click Test Endpoint to see the response preview and detected fields. For platform connections (HubSpot, Salesforce, Zoho, Pipedrive, Zendesk) the test is optional since templates are pre-validated. For custom API connections a successful test is required before saving. After saving: click the Play button on the action card, enter test parameters, and run the test to see results.

Question 34

What HTTP methods are supported?

Accepted Answer

Five HTTP methods are supported: GET (retrieve data, lookup customer, check status), POST (create new records, create ticket, place order), PUT (update entire record, replace address), PATCH (partial update, change one field), and DELETE (remove records, cancel order).

Question 35

Why isn't my action being used by the AI?

Accepted Answer

Common issues: Not assigned (enable the action for the AI Agent in employee settings), Circuit breaker tripped (reset the circuit breaker on the action card), Action inactive (activate the action), AI Instructions unclear (update instructions so the AI knows when and how to use the action), or Connection failed (test and fix the API connection).