Question 1

What can integrations do?

Accepted Answer

Integrations let your AI agents take real actions during calls and conversations by connecting to your existing business tools in real time. Examples include: creating CRM records in Salesforce, HubSpot, or Pipedrive; looking up customer information like order status or account details; booking calendar events in Google Calendar, Outlook, or Calendly; sending Slack messages or email alerts; updating records and ticket statuses; and checking inventory or service capacity. Integrations connect to any system with a REST API. You configure the connection once, build the specific actions you need, then assign those actions to your AI agents.

Question 2

Creating a connection

Accepted Answer

A connection defines how Staffify authenticates with an external service. Click Integrations in the left sidebar, click New Connection, fill in the name and base URL of the API, and choose the authentication type: API Key (a single key passed as a header or query parameter), Bearer Token (a token in the Authorization header, used by most modern APIs), Basic Auth (username and password combination), or OAuth2 (for services like Google or Microsoft that require OAuth authorization). Enter your credentials, click Test Connection to verify, and click Save. Credentials are stored securely and encrypted.

Question 3

Building an action

Accepted Answer

An action defines a specific task your AI can perform using a connection, mapping to one API endpoint. From the Integrations page, click on an existing connection, click Add Action, and configure: a name describing what the action does, a description telling the AI when to use it, the HTTP method (GET, POST, PUT, or DELETE), and the endpoint path. Define the parameters the AI needs to collect from the conversation (name, type, and description). Optionally enable Confirmation required so the AI reads back details and asks the caller to confirm before executing. The AI automatically collects required parameters during conversation.

Question 4

Assigning actions to agents

Accepted Answer

After creating actions, go to Call Agents in the sidebar, click on the agent you want to configure, open the Integrations tab within the agent settings, see the list of all available actions, toggle on the actions you want this agent to use, and click Save. Best practices: sales agents should have Create CRM lead, Book appointment, and Send follow-up email actions; support agents should have Look up order status, Create support ticket, and Check warranty actions; general receptionists should have only Book appointment to keep it simple. Only assign actions relevant to each agent's role.

Question 5

Example: Google Calendar booking

Accepted Answer

To connect Google Calendar for appointment booking: Step 1 (Create connection) - go to Integrations, click New Connection, name it Google Calendar, set base URL to https://www.googleapis.com/calendar/v3, select OAuth2 as the auth type, click Connect with Google, sign in with the Google account that owns the calendar, and save. Step 2 (Create action) - click Add Action, name it Book appointment, set description for when to use it, set method to POST, endpoint to /calendars/primary/events, add parameters for date, time, name, and email, and enable Confirmation required. Step 3 (Assign) - go to Call Agents, open the Integrations tab, toggle on Book appointment, and save.

Question 6

Troubleshooting integrations

Accepted Answer

To diagnose integration issues, go to Integrations in the sidebar, click on the connection, click Logs, and review recent execution attempts showing timestamp, HTTP status code, response body with error details, and parameters sent. Common issues: 401 Unauthorized (API key or token expired, update credentials), 403 Forbidden (API key lacks permission, check external service permissions), 404 Not Found (endpoint path incorrect, verify URL in action configuration), 429 Too Many Requests (rate limit hit, wait a few minutes), 500 Server Error (external service issue, usually resolves on its own). Staffify also includes an automatic circuit breaker that temporarily disables failing actions to protect call quality. To manually reset, click Reset Circuit Breaker in the action settings.

Integrations Overview

Examples of what integrations enable