Connected systems
Act on the systems you already run
An agent that can only talk is a phone tree. These are what let it book the meeting, update the record and open the ticket before the call ends.
What this is for
An agent that cannot touch your systems can only ever promise that somebody will. The caller hears yes, a task lands in a queue, and the actual booking happens hours later if it happens at all. Reading and writing during the call is what removes that second step.
What connecting a system buys you
- 01
Read before you answer
Availability, order status, account details. The agent looks it up mid-call, so what it tells the caller is true at the moment it says it.
- 02
Write before the call ends
Bookings, updates, tickets and notes go back to the system while the caller is still on the line.
- 03
Authorise once
You connect each system once with OAuth. No credentials are stored in your workflow, and every agent on the account reuses the connection.
- 04
Branch on what comes back
A lookup that finds nothing is a path you can draw, so a missing record is a handover rather than an awkward pause.
Related
- Voice AgentsInbound and outbound, by phone or browser
- Workflow BuilderDesign call flows on a drag-and-drop canvas
- API and SDKsREST, two SDKs and an MCP server
- AI appointment setterIt reads the free slots during the call, offers only what is actually open, and writes the booking back before the caller hangs up.
Act on the systems you already run: common questions
Which systems can an agent connect to?
CRMs, calendars and support tools through the integrations marketplace. What is available to your account depends on which connections you have authorised.
Are my credentials stored in the workflow?
No. You authorise each connection once with OAuth, and the workflow references the connection rather than holding any credentials.
What happens if a system is slow or down?
That is a branch you draw. The agent can retry, fall back to taking the details manually, or transfer, instead of leaving the caller in silence.
Can an agent write as well as read?
Both. Reading only would leave you reconciling afterwards, which is the problem connecting the systems was meant to solve.
Can I use a system that is not in the marketplace?
Everything the platform does is available over the API, so a system with its own API can be called from a flow.
Still stuck? Talk to our team.